Director, Business Critical Services

7 days ago


Singapore ARCTERA OPERATIONS LIMITED Singapore Branch Full time
Roles & Responsibilities

"The Director of Business Critical Services serves as a strategic and technical leader, responsible for defining and executing customer success strategies that enhance satisfaction, retention, and growth across Arctera's cloud and on-prem solutions. This role demands a customer-first mindset and a proactive, results-driven approach to ensuring customers realize the full value of Arctera's offerings."

As a cross-functional leader, the Director will collaborate closely with Sales, Product Management, and Support to drive customer adoption, operational excellence, and revenue expansion through proactive engagement and technical enablement.

This role requires a proven leader with deep expertise in customer success methodologies, enterprise IT solutions, and global/regional team management, with a strong focus on business outcomes, automation, and scalable customer engagement models.

Key Responsibilities

Customer Success Strategy & Leadership

  • Influence and maintain a comprehensive customer success strategy for high-touch, low-touch, and digital engagement, ensuring alignment with customer segmentation and revenue goals.
  • Influence, maintain and optimize customer onboarding, adoption, and retention programs that accelerate time-to-value and mitigate churn risks.
  • Establish a customer health scoring framework leveraging telemetry, product usage analytics, and predictive modeling to drive proactive interventions.
  • Maintain, optimize, and scale-up a Regional Business Critical Services team, ensuring alignment with regional needs, financial, and operational efficiencies.
  • Own customer success KPIs, including adoption rates, retention, Net Revenue Retention (NRR), reference ability, and expansion metrics.
  • Define and lead customer advocacy programs, ensuring increased customer satisfaction (CSAT), Net Promoter Score (NPS), and expansion opportunities.

Technical Expertise & Customer Engagement

  • Drive actions that help ensure seamless operation, performance optimization, and customer success across Arctera solutions.
  • Oversee proactive support and escalations, ensuring a smooth customer experience and technical resolution for critical cases.
  • Act as a trusted advisor to C-level executives and technical leaders.
  • Ensure the teams have the relevant training, technical enablement, and ongoing education programs to drive continued success with Arctera solutions.
  • Define and execute playbooks for technical health checks, renewals, and expansion strategies, leveraging automation and AI-driven insights.

Operational Excellence & Cross-Functional Collaboration

  • Drive automation and efficiency.
  • Lead initiatives to enhance product telemetry, adoption analytics, and proactive monitoring, collaborating with Product, Sales, and Engineering teams.
  • Develop customer dashboards to track health scores, feature adoption, usage trends, and revenue impact.
  • Standardize customer success best practices across all geo-regions, ensuring consistency in service delivery and customer engagement.
  • Own customer support and escalation management, ensuring a seamless resolution process and continuous service improvement.
  • Implement predictive analytics models to assess churn risk, upsell potential, and renewal probability, ensuring proactive action plans.

Qualifications & Experience

  • 10+ years of leadership experience in Customer Success, Professional Services, Pre-Sales, Solution Architecture, or Product Management in the IT industry.
  • Proven track record of building and scaling customer success teams, including high-touch, low-touch, and digital success models.
  • Experience in subscription-based, SaaS, and recurring revenue models, with expertise in customer lifecycle management and business impact measurement.
  • Strong domain expertise in at least one area: Data Protection, Data Security, Storage, Virtualization, Cloud Computing, or Enterprise IT solutions.
  • Proficiency in customer success technology stacks (e.g., Salesforce, Gainsight, Totango, ChurnZero) and data-driven customer health monitoring.
  • Expertise in customer expansion strategies (upsell/cross-sell), revenue retention (NRR/GRR), and business impact reporting.
  • Experience leading executive business reviews (EBRs), success planning, and quarterly success check-ins.
  • Strong experience with product telemetry, AI-driven insights, automation, and operational scaling.
  • Ability to communicate effectively with C-suite executives, product leaders, sales teams, and technical stakeholders.
  • Strong problem-solving, strategic thinking, and data-driven decision-making skills.
  • Proven ability to drive customer outcomes, advocacy, and long-term loyalty.
Tell employers what skills you have

Customer Lifecycle Management
Operational Excellence
customer life cycle
Customer Relationships
Escalation Management
Customer Success
Predictive Analytics
Advocacy
Solution Architecture
Interventions
Team Management
Customer Advocacy
Technical Support

  • Singapore Singapore Business Federation Full time

    As the Director of Business and Industries Engagement (BIE) of Global Division 3, you play a critical role in providing strategic leadership and supporting Singapore’s business community as they navigate international expansion. You will be responsible for leading a team, developing impactful engagement strategies, managing engagement assets for our...

  • Technical Director

    2 weeks ago


    Singapore CRITICAL MANAGEMENT LIMITED LIABILITY PARTNERSHIP Full time

    As the **Technical Director/CEO **of TRENDINFOTECH PTE LTD, you will be responsible for providing strategic leadership, driving business growth, and ensuring the overall success of the organization. You will work closely with the board of directors and IT Development, Artificial Intelligence and Mobile Application Implementation effective strategies that...


  • Singapore SearchElect Full time

    **Key Words**: Operational Technology, SCADA, PLC, Utilities, Critical Information Infrastructure (CII), Governance, Regulation, Compliance, Policy, Techno-Commercial, Leadership **Role**: Director - Critical Information Infrastructure (CII) **Flexible Work Arrangements**: Hybrid **Industry**: Cyber Security, Critical Information Infrastructure...


  • Singapore BUSINESS EDGE PERSONNEL SERVICES PTE LTD Full time

    About the JobWe are seeking a highly motivated and skilled individual to join our team as a 3-Year EMT Contract Officer. As a key member of our team, you will be responsible for providing critical care and medical support in emergency situations. This role requires individuals with excellent communication skills, the ability to work well under pressure, and...

  • Mep Engineer

    5 days ago


    Singapore Macdonald & Company Full time

    We are working with an international MNC/owners working in the data centre currently expanding across Asia, this is an exciting role. The Director of engineering and operations is seeking a senior data centre engineer to oversee an existing data centres daily operations. The engineer will be based on site and oversee critical infrastructure, including UPS...


  • Singapore ORANGE BUSINESS SERVICES SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesTo have overall accountability for the quality of any insourced or outsourced services provided to multi-national customer measured against service level agreements To ensure full compliance to customized / outsourced Service Management product definition To be the customer's primary senior point of contact within Orange Business...

  • Director

    2 weeks ago


    Singapore AL KAASIL CLEANING SERVICES PTE. LTD. Full time

    **Director Responsibilities**: - Developing and executing business strategies to achieve short and long-term goals. - Reporting to the board, providing market insights and strategic advice. - Developing and implementing business plans to improve cost-efficiency. - Maintaining positive and trust-based relations with business partners, shareholders, and...


  • Singapore Waystone Governance Ltd. Full time

    Waystone are looking for a talented Business Development Associate Director to join their Singapore team on a permanent basis. Working with the Global Business Development Team, the Associate Director supports the business development activities of the organization in their jurisdiction, which is Asia excluding China. This an amazing opportunity to join a...


  • Singapore AL TYRES PTE. LTD. Full time

    The Business Performance Improvement Director role is a key position at AL TYRES PTE. LTD., and we are seeking an experienced professional to fill this critical function. As the Business Performance Improvement Director, you will be responsible for improving business performance by implementing and maintaining operational policies and procedures.We are...

  • Deputy Director

    2 weeks ago


    Singapore Singapore Business Federation Full time

    As the Deputy Director, North America, Central Asia and Europe (NAECA) within the International Business Division, you play a critical role in helping Singapore businesses internationalize and expand their market presence in the North America, Central Asia and Europe. You will manage a team of experienced Country Head and Market Advisors for the region. You...


  • Singapore Business for Social Responsibility Full time

    We are proud to say that we have a team of some of the most talented and motivated people working on sustainability in our global offices in Copenhagen, Guangzhou, Hong Kong, London, New York, Paris, San Francisco, Shanghai, Singapore, Tokyo, and Washington, D.C. **Position Overview**: The following Director role _seeks to_ develop new business...


  • Singapore Microsoft Full time

    Microsoft’s Cloud Operations & Innovation (CO+I) is the engine that powers our cloud services. As a CO+I DCPM, you will perform a key role in delivering the core infrastructure and foundational technologies for Microsoft's online services including Bing, Office 365, Xbox, OneDrive, and the Microsoft Azure platform. As a group, CO+I is focused on the...

  • Managing Director

    3 days ago


    Singapore UNION SERVICES (S'PORE) PTE LTD Full time

    **Managing Director Responsibilities**: - Developing and executing business strategies to achieve short and long-term goals. - Reporting to the board, providing market insights and strategic advice. - Developing and implementing business plans to improve cost-efficiency. - Maintaining positive and trust-based relations with business partners, shareholders,...


  • Singapore Singapore Business Federation Full time

    As a Deputy Director (Business & Industries Engagement), you will be part of the Global Group of the Singapore Business Federation to help Singapore companies Learn, Land, and Localise overseas. You will support SBF Global Group in two key functions: (1) Oversee the Industries Engagement (IE) team and manage the team strategy, (2) Engage and provide...


  • Singapore ROCKETSTAR SERVICES PTE. LTD. Full time

    **Director of Business Development Job Description** We are looking for a detail-oriented and driven manager / director of business development to increase company revenue by identifying profitable business opportunities and developing long-term business growth strategies. The responsibilities of the director of business development include recommending...


  • Singapore Singapore Business Federation Full time

    As a Deputy Director (Business & Industries Engagement), you will be part of the Global Group of the Singapore Business Federation to help Singapore companies Learn, Land, and Localise overseas. You will support SBF Global Group in two key functions: (1) Oversee the Industries Engagement (IE) team and manage the team strategy, (2) Engage and provide...


  • Singapore BUSINESS EDGE PERSONNEL SERVICES PTE LTD Full time

    Roles & ResponsibilitiesDirector, Hospitality & Catering This role manages overall culinary channels & in charge of overall P&L responsibility for culinary business. With its objective is to ensure efficient day-to-day event catering execution and alignment with Standard Operating Procedures, manage costs and meet revenue targets.About the Role: Formulate...


  • Singapore BUSINESS EDGE PERSONNEL SERVICES PTE LTD Full time

    Roles & ResponsibilitiesDirector, Hospitality & Catering This role manages overall culinary channels & in charge of overall P&L responsibility for culinary business. With its objective is to ensure efficient day-to-day event catering execution and alignment with Standard Operating Procedures, manage costs and meet revenue targets.About the Role: Formulate...


  • Singapore THE OS COLLECTIVE PTE. LTD. Full time

    **What we do and what it means if you join us?** At AGENCY we work with organisations and global businesses to design and implement new business solutions that drive value. Our work is at the intersection of product and service design, interaction design, environmental design, organisational transformation and business strategy and launch. Our daily...


  • Central Singapore TLL BUSINESS MANAGEMENT SERVICES PTE. LTD. Full time

    **Location** - Singapore, Central Singapore**Job Type** - Permanent**Salary** - $5,000 - $6,500 Per Month**Date Posted** - 8 hours agoAdditional Details **Job ID** - 144146**Job Views** - 27Roles & Responsibilities In this role as the Head of Enrolment and Customer service (Centre level), you will assist the Director of Planning, Enrolment and Customer...