Customer Success Manager

5 days ago

Singapore Fujitsu Full time

As a Customer Success Manager, you will be responsible for driving adoption, retention, and overall satisfaction across a strategic portfolio of key accounts. By building deep partnerships and collaborating closely with stakeholders, you will guide customers in achieving their business objectives while maximizing the value of their investment in Fujitsu's solutions and services.
Responsibilities:
Customer Relationship Management
Serve as the primary point of contact for named enterprise accounts, ensuring a consistent, high-touch experience across the entire customer lifecycle from onboarding and adoption to renewal and expansion
Build and nurture long-term partnerships with customers by understanding their business objectives, aligning solutions, and delivering measurable outcomes that drive mutual growth and long-term value.
Act as a trusted advisor on services offering, and best practices, guiding customers in prioritizing, and adopting high impact use cases to maximize the value of the investment and accelerate business outcomes
Onboarding, Adoption & Support
Lead onboarding, training, and post go-live support to ensure a seamless and successful service transition, accelerating time-to-value and setting the foundation for long-term customer success
Provide strategic guidance, actionable insights, and tailored recommendations that align with customer goals and maximize maximize business value and engagement
Monitor customer health and engagement metrics, proactively identifying risks and opportunities to enhance the customer experience and strengthen long-term relationships.
Cross-Functional Collaboration
Orchestrate and align cross-functional teams (sales, pre-sales, and services) to effectively deliver solutions that meet customer objectives and drive overall satisfaction
Collaborate closely with internal teams to support key activities, including renewals, expansions, and identifying upsell opportunities, ensuring the customer's evolving needs are met
Drive timely and efficient resolution of technical issues by coordinating closely with support teams and third-party vendors, ensuring minimal disruption and a positive customer experience
Customer Success Strategy
Define and implement scalable customer success frameworks that optimize support and engagement, driving consistent, high-quality service across the customer base
Leverage customer data and feedback to identify trends and opportunities for continuous improvement, enhancing both customer experience and retention
Develop and enforce best practice policies to ensure consistent, exceptional service delivery, fostering long-term relationships and customer satisfaction
Requirements/Qualifications
Diploma/bachelor's degree in information technology, engineering, or related field
5+ years of experience in Customer Success,

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