Customer Success Manager,data Centre

5 days ago

Singapore Singtel Full time

**Customer Success Manager,Data Centre**:
**Date**:8 Apr 2025

**Location**: Singapore, Singapore

**Company**:Singtel Group

Passionate about making a real impact? Join our team at Nxera to unfold the new era Be at the forefront of the data centre (DC) industry with a unique focus on sustainability, connectivity and AI which sets us apart as the next generation DC operator. You will also get to gain invaluable experience in a fast-growing industry that is powering the digitalisation wave. Be empowered to co-create the future with our dynamic teams

**Job Summary**:
**Make an impact by**

**Customer Relationship Management**
- Act as the main point of contact for customers regarding all data centre services, inquiries, and escalations.
- Conduct regular service reviews with customers to understand their needs and improve service delivery.
- Coordinate with internal teams (operations, engineering, and facility management) to address customer concerns and service requests promptly.
- Ensure customers are informed of maintenance schedules, incidents, and operational updates in a professional manner.

**Service Excellence & Operations**
- Ensure Service Level Agreements (SLAs) are met and proactively address any potential service issues.
- Collaborate with internal teams to improve service efficiency and enhance customer experience.
- Support customers during incident resolution, keeping them updated and ensuring proper follow-ups.
- Work closely with the operations team to optimize service quality and minimize disruptions.

**Stakeholder Engagement & Communication**
- Conduct customer onboarding sessions, ensuring they understand the data centre environment, security procedures, and service expectations.
- Liaise with sales, account managers, and technical teams to ensure smooth service delivery.
- Provide regular reports on customer satisfaction, service performance, and areas for improvement.

**Risk & Compliance Management**
- Ensure compliance with data centre security, operational policies, and industry regulations.
- Assist customers with audits and compliance requirements as needed.
- Identify and mitigate risks related to customer services and operations.

**Skills for Success**
- Bachelor’s Degree in Engineering, Information Technology, Business, or a related field.
- 5+ years of experience in a customer-facing role within a data centre, colocation, or IT service provider.
- Strong understanding of data centre infrastructure, power & cooling systems, and IT service management frameworks (e.g., ITIL, ISO 27001, or Uptime Institute standards).
- Excellent customer service, communication, and relationship management skills.
- Ability to handle customer escalations professionally and work under pressure.
- Experience managing SLAs, service reviews, and operational reporting.

**Preferred Qualifications**:

- ITIL Certification or equivalent service management training.
- Prior experience in colocation or cloud service environments.
- Familiarity with DCIM (Data Centre Infrastructure Management) tools.

**Rewards that Go Beyond**
- Flexible work arrangements
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities

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