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Operations & Customer Success Manager

1 week ago

Singapore Aleta Planet Pte. Ltd. Full time

Key Responsibilities :
Manage key accounts, client onboarding (pre-sales), and customer success (post-sales), ensuring service quality aligns with SLAs.
Monitor and improve customer experience and transit times through regular reviews and process enhancements.
Lead and mentor the client success team, providing day-to-day support for customer queries.
Act as the senior point of contact for escalated service and operational issues.
Manage customer service improvement plans to boost satisfaction and ensure timely reporting on SLAs and service performance.
Maintain accurate customer information in relevant databases.
Assist with service management contract negotiations and pre-sales presentations, as needed.
Conduct regular executive service reviews with senior management.
Collaborate with the Account Management team to identify service management revenue opportunities.
Oversee the post-sales customer service team, both locally and remotely.
Implement improvement plans to mitigate financial impacts of SLA failures or major disruptions.
Key Requirements :
Bachelor's degree in Operations, Business, Information Science, or related field.
6+ years in customer service or customer success, with at least 3 years in a management role.
Proven ability to execute strategic plans and drive team improvements.
Experience managing cross-functional teams, collaborating with sales, product, and technical support.
Strong analytical, problem-solving, and data analysis skills for strategic decision-making.
Customer-focused with excellent interpersonal and relationship management skills.
Proactive with the ability to efficiently manage and resolve escalations.
Ability to translate ambiguity into actionable plans and maintain optimism in challenging situations.
Strong understanding of technology, products, and services, with the ability to communicate technical details to non-technical clients.
Experience in process improvements, leveraging technology, and automating for service efficiency.
Excellent communications skills, with the ability to address diverse audiences and resolve conflicts effectively.
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