Senior Customer Experience Manager, APAC

3 weeks ago

Singapore Vantage Data Centers Apac Pte. Ltd. Full time

About Vantage Data Centers

Vantage Data Centers is committed to being a workplace of inclusion, equality, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another's experience.

Vantage Data Centers powers, cools, protects and connects the technology of the world's well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands. Vantage's business is growing exponentially, through a combination of greenfield market expansion and acquisitions across all three regions (North America, EMEA and Asia Pacific).

Site Operations Department

Vantage Operations is responsible for the overall health and wellbeing of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules across all our properties. We build and maintain strong customer relationships through transparency of performance related metrics which prove our performance and inform our maintenance approaches.

As a part of the Vantage Operations team, the Customer Experience department is responsible for managing all aspects of the customer relationships from the inception of the lease by ensuring that data modules are delivered, monitored and maintained per contracts supporting customer requests and audits to prove compliance providing customers with visibility to performance and maintenance of their data modules on our Portal tracking and reporting on customer service levels (SLAs) producing monthly customer electricity bills based on consumption and generating regulate reports, analytical insights and forecasting for Operations and the Executive Leadership team. The Customer Experience department works closely with all Vantage departments to ensure customer success throughout construction and delivery and ensures the sites are operated to world class standards.

Position Description

Vantage is looking for an ambitious, detail-oriented, resourceful Senior Manager, Customer Experience to establish and maintain customer relationships and promote customer satisfaction across the Asia Pacific region. You will be the interface for Vantage Customers to ensure that their needs are being met and will coordinate throughout all Vantage departments to support customer requests. Core responsibilities of the Customer Experience team include project support, construction reviews, data module fit-out coordination, customer onboarding, customer audits, performance reporting, customer tooling, and more. A successful candidate will cooperate with the Sales organization to develop custom solutions to ensure customer loyalty.

Essential Job Functions

  • .Serve as the primary point of contact for customers, managing customer escalations through right contact within Vantage, ensuring a seamless customer experience
  • Understand the customers business and be able to be proactive in our approach to establish and maintain excellent customer relationships
  • Establish key relationships with customers personnel, e.g., Operations, Construction, Security and EHS
  • Develop key relationships within Vantage to ensure a smooth transition of services for each customer from initial contract through to live operations
  • Ensure compliance to Vantage standards and customer leases
  • Report on performance through KPIs to Vantage customers, sales, and executives
  • Develop and document processes and procedures for customer support

Duties

  • Perform all internal and external onboarding activities for new customers
  • Interface directly with customers on a regular basis for reporting and requests
  • Create custom reports for customers
  • Identifying areas of improvement and feeding back these items to the Vantage teams
  • Hold SLA compliance MBR and QBRs
  • Gather customer requirements and participate in the solution design and quoting process
  • Collaborate with internal and external Vantage teams to complete activities on time
  • Develop and maintain documentation for each customer
  • Support all financial and billing processes
  • Manage customer facing projects and activities
  • Maintain compliance to Vantage standards and customer lease obligations
  • Support the operations teams with any operational incident reports and reviews with customers

Job Requirement

  • Degree level qualification in Business Administration, Computer Science, Sales, related field or equivalent experience, required
  • 8+ years of experience in one or a combination of the following: Data Center Operations, Project Management, Customer Support, or Sales is required.
  • Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required
  • Prior experience supporting an ITIL based Service Management program
  • Ability to read and interpret electrical one-line diagrams, a plus
  • Experience with contracts management and RFPs
  • Proficient with Microsoft suite including Excel, Word, Power Point, Project, and Visio
  • Problem solving skills to troubleshoot and resolve customer requests
  • Excellent verbal and written communication skills
  • Time management and multitasking skills to handle multiple tasks and clients at once
  • Motivational and negotiation skills
  • Strong organizational skills and attention to detail
  • Travel required is expected to be 20%, but may increase over time as the business evolves

Don't meet all the requirements Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Safety and security always matter. During COVID, all positions that can work remotely have been, and appropriate steps have been taken to ensure the safety of employees in any position essential to be on site. Regardless of where you are working, technology to work effectively is provided on or in advance of your first day of employment.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

  • Senior Director/ VP, Customer Experience Management APAC

    9 hours ago

    Singapore Simcorp Singapore Pte. Ltd. Full time

    The positionThe Senior Director/ VP, Customer Experience has the responsibility for ensuring effective adoption of our solutions and services that leads to customer satisfaction, high renewal rates and expansion opportunities. The Senior Director/ VP, Customer Experience, will lead a team of Customer Experience Managers (CXMs) to ensure customers achieve...

  • Senior Director/ VP, Customer Experience Management APAC

    2 days ago

    Singapore SIMCORP SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesThe positionThe Senior Director/ VP, Customer Experience has the responsibility for ensuring effective adoption of our solutions and services that leads to customer satisfaction, high renewal rates and expansion opportunities. The Senior Director/ VP, Customer Experience, will lead a team of Customer Experience Managers (CXMs) to...

  • Regional APAC Manager, US Listed Medical Device

    3 weeks ago

    Singapore APAC Michael Page Full time

    As the Regional FP&A Manager, you will play a critical role in partnering closely with the Commercial Head of APAC to provide financial insights and strategic support for our sales and services operations. This role requires a seasoned finance professional with extensive experience in both sales and services, coupled with strong analytical skills and...

  • Senior Financial Analyst

    4 days ago

    Singapore APAC Page Personnel Full time

    This is a Senior Finance Analyst position seeking for seasoned FPA candidate with great tenacity and agility to navigate a dynamic start up environment. This is an engaging position where individual will work closely with Senior Manager and APAC director to drive success in a fast-paced atmosphere.Client DetailsOur client is a leading provider of global...

  • Senior Customer Success Manager

    3 weeks ago

    Singapore Numerix Singapore Pte. Ltd. Full time

    DescriptionAs a Senior Customer Success Manager, reporting to the Global Head of Customer Success, you will work directly with our customers to ensure they are getting most value out of our products and services. You will be responsible for executing the strategic customer engagements to augment business value by continuously managing and improving user...

  • Senior Customer Success Manager

    3 weeks ago

    Singapore NUMERIX SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesDescriptionAs a Senior Customer Success Manager, reporting to the Global Head of Customer Success, you will work directly with our customers to ensure they are getting most value out of our products and services. You will be responsible for executing the strategic customer engagements to augment business value by continuously managing...

  • Head of Customer Support APAC

    3 weeks ago

    Singapore Airbus Singapore Private Limited Full time

    Job ObjectivesCustomer satisfaction is key to develop customer relations and Airbus services, it is also one of the pillars of Airbus' strategy. The Airbus Regional Head of Customer Support (RHoCS) plays a key role to:Lead the team of Customer Support Directors (CSDs) and Regional Field Service (FS) teamsDevelop personal relations with key Airbus customers'...

  • Senior Safety

    3 weeks ago

    Singapore Netapp Singapore Pte. Ltd. Full time

    Job SummaryNetApp is looking for an experienced Senior Safety and Security Manager to join our team based in Singapore. As the Senior Safety and Security Manager APAC, you will be responsible for developing our core safety and physical security deliverables to office locations in APAC and help evolve our program to support NetApp around the globe. You will...

  • Senior Project Manager

    3 weeks ago

    Singapore Vaynermedia Apac Pte. Ltd. Full time

    VaynerMedia is a contemporary global creative and media agency with an expertise in driving relevance for clients and delivering impactful business results. The independently-owned company was founded in 2009 by Gary Vaynerchuk, and has offices in New York, Los Angeles, Toronto,Mexico City, London, Amsterdam, Singapore, Kuala Lumpur, Bangkok, Tokyo, and...

  • Senior Program Manager

    6 days ago

    Singapore NETWORK GUARD PTE. LTD. Full time

    Roles & ResponsibilitiesAbout this roleAre you adaptable? Do you thrive in a fast-paced, tech-driven environment where projects evolve on the fly? Then we’d like to meet you! We are looking for a proactive, motivated, resourceful, and ultra-organized Senior Program Manager - Customer Experience who can rise to the challenge of our company’s rapid global...

  • APAC Marketing Capability Senior Manager

    2 weeks ago

    Singapore Pepsico International Pte. Ltd. Full time

    This role is to elevate our APAC marketing capability efforts through the partnership with Global marketing capabilityteam, BU categories and sector marketing execellence team to develop and deploy world class marketing capabilitycontent and drive the capability building with perfect implementation across BUs to elevate PepsiCo's talent advantageand sustain...

  • Senior Specialist, APAC Tax

    3 weeks ago

    Singapore Ams-osram Asia Pacific Pte. Ltd. Full time

    The Senior Tax Specialist will be part of the APAC Tax team based in Singapore, reporting to the Senior Tax Manager, focused on the group's entities and activities in Singapore and Malaysia, with responsibilities of the tax matters of other jurisdictions around APAC region as the capacity allows.Responsibilities :Assist the Senior Tax Manager in managing the...

  • Senior Program Manager

    3 days ago

    Singapore Network Guard Pte. Ltd. Full time

    About this roleAre you adaptable Do you thrive in a fast-paced, tech-driven environment where projects evolve on the fly Then we'd like to meet you! We are looking for a proactive, motivated, resourceful, and ultra-organized Senior Program Manager - Customer Experience who can rise to the challenge of our company's rapid global expansion.As a Senior Program...

  • Financial Controller

    2 days ago

    Singapore APAC Michael Page Full time

    To promote continuous expansion in APAC, a technology start-up is hiring for a Regional Financial Controller. Their top-line and gross profits continue to outpace the projected growth and they are committed to continuous R&D to further enhance their services.Client DetailsMy client is a Technology start-up that leverages on artificial intelligence, provides...

  • HO Customer Support APAC

    2 weeks ago

    Singapore Airbus pioneers Full time

    Job Description:Job ObjectivesCustomer satisfaction is key to develop customer relations and Airbus services, it is also one of the pillars of Airbus' strategy. The Airbus Regional Head of Customer Support (RHoCS) plays a key role to:Lead the team of Customer Support Directors (CSDs) and Regional Field Service (FS) teamsDevelop personal relations with key...

  • Senior Specialist, APAC Tax

    2 weeks ago

    Singapore AMS-OSRAM ASIA PACIFIC PTE. LTD. Full time

    Roles & ResponsibilitiesThe Senior Tax Specialist will be part of the APAC Tax team based in Singapore, reporting to the Senior Tax Manager, focused on the group’s entities and activities in Singapore and Malaysia, with responsibilities of the tax matters of other jurisdictions around APAC region as the capacity allows.Responsibilities : Assist the Senior...

  • Senior Director, Customer and Commercial IT, APAC

    3 weeks ago

    Singapore Pacific Refreshments Pte. Ltd. Full time

    The Coca-Cola Company is a 135+ years old total beverage company, offering over 500 brands in more than 200 countries and territories. We're constantly transforming our portfolio, from reducing sugar in our drinks to bringing innovative new products to market. We're also working to reduce our environmental impact by replenishing water and promoting...

  • Senior Product and Customer Insights Manager, Customer Experience and Business Trends

    9 hours ago

    Singapore Amazon Asia-pacific Holdings Private Limited Full time

    Are you Customer obsessed and eager to propose opportunities and influence business decisions to improve the customer experience across our different Amazon businesses Amazon is looking for an experienced, talented and highly motivated individual to join our Customer Experience and Business Trends team to support our businesses in Australia and Singapore....

  • Legal Counsel, APAC

    3 days ago

    Singapore Vantage Data Centers Apac Pte. Ltd. Full time

    The Legal Counsel, APAC is responsible for providing legal advice and corporate governance in support of:existing operations in Hong Kong, Malaysia, Japan, Taipei and Australiasite selection and property acquisition activities across the Asia Pacific regionfinancing, or M&A activities andinternal compliance and regulatory requirements.This position involves...

  • Program Manager- Client Experience

    1 week ago

    Singapore Salt Talent Search Pte. Ltd. Full time

    Salt Talent Search is looking for a Program Manager fior a 9 months extendable contract role this role will be managing small business owners having a keen eye for identifying process and workflow improvement opportunities exceptional ability to drive results.What Will You Do:Manage the process and framework for gathering customer experience inputs and...