Customer Success Manager

Who we are.

Vodien Internet Solutions is Singapore’s number 1 domain and hosting provider. As part of the 2 billion-dollar Newfold Digital Group, we support over 2 million customers across the Asia Pacific region on their digital transformation journey.

The Customer Success Manager (CSM) will be the first point of contact for Vodien's High Valued Clients (HVCs). The CSM has the responsibility to proactively maintain and improve service quality through a constant cycle of interaction, monitoring and reporting on service levels and initiating actions to continuously improve services and productivity with HVCs. This includes understanding the customer’s needs, KPIs, managing customer satisfaction, and ultimately helping the customer benefit tremendously from the use of Vodien products.

What you’ll do & how you’ll make your mark.- Own the success and health of HVCs by mitigating churn and increasing customer engagement and revenue- Become a trusted advisor; develop consultative relationships with HVCs by delivering value, sharing best practices and acting as the voice of customer internally- Drive product adoption and usage of Vodien products throughout the customer journey- Negotiate win-win outcomes for customer and Vodien- Identify upsell and cross sell opportunities through customer interactions, and develop a specific strategy to align with customer business objectives- Conduct quarterly business reviews and other recurring points of engagement with customers.

Who you are & what you’ll need to succeed.- You have a passion for driving customer outcomes and promoting a customer centric organization with 3+ years of relevant experience in B2B customer success within IT Industry- You have a track record of working in a customer facing, web hosting/cloud solutions environment (ideal)- You have experience in Customer escalation management and issue resolution- You have a strong empathy for clients with a can-do, problem solver attitude- You're a changemaker: Demonstratable competency in thinking strategically and, executing tactically while providing reliable, high level client satisfaction and retention- You're a team player. You have the ability to work in a team-based, collaborative environment with a passion for contributing to a first-class customer success function- You enjoy relationship building and is comfortable with engaging with a diverse array of clients to learn their business needs and create customer value
- Why you’ll love us.- We’ve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work-from-home, hybrid, or work-from-the-office environment.-
- Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.-
- We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.-
- We care about you. We are a family and we care about your health and wellbeing by providing competitive medical and dental insurance benefits and much more-
- Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfoldNewfold will be prioritizing applicants who have a current right to work in Singapore, and do not require Newfold’s sponsorship of a visa.