Customer Sucess Manager

2 weeks ago

Singapore Expereo Full time

**THE ROLE**:
Our customers’ success is directly representing Expereo’s success, and the Customer Success Manager plays a key role in putting this into action. The Customer Success Manager will be responsible for the more complex, large, or high potential customers. It is the Customer Success Manager’s job to make sure our valued customers are informed, satisfied, and are getting the most out of our services.

**THE RESPONSIBILITIES**:
Here are how your day-today responsibilities of the role will look like, but are not limited to:

- Regularly check at the most senior levels with our customers about how Expereo services are meeting their requirements and whether there are areas for possible improvement, act as the internal voice of the customer
- Understand the customer horizon; what are their plans next year and the year after? and how can Expereo pro-actively help them shape the plans to become their go-to partner as a result
- Lead the renewal process for customers
- Reduce churn by managing cancellation of orders and services
- Monitoring and reporting on implementation processes together with Service Delivery
- Managing and reporting on the onboarding of new customer locations together with Project Management
- Implement Initial Service Order / Project Kickoffs internally and externally together with Project Management
- Work with the sales team when new opportunities are identified, to put forward a solution which is fit for purpose and clearly aligned with the rest of the customer’s activity
- Responsible for the retention and growth of assigned customer account(s) via Up / Cross sells. (CSM will have Commercial KPI’s)
- Ensure there is a practical and clear account plan in place for each customer; a working plan that is pro-actively used and updated and represents a real-time picture of the customer’s landscape. This is used to keep all parties updated key challenges and opportunities
- Provide training and educational resources to help customers maximize product usage i.e. expereoOne platform and align them to our managed services roadmap.
- Regularly obtain customer references / Cases studies
- Lead Business Reviews (QBRs) and also Service Reviews (SMR) for your customers, ensuring they are effective.
- Launch, lead and take internal and external ownership of service improvement / corrective action plans and communicate requirements and progress as and when required
- Make recommendations of the actions needed to improve customer net promoter scores and feedback
- 65% operational/service and 35% commercial focus.

**THE SKILLS AND EXPERIENCE**:

- Educated to diploma/degree level or equivalent.
- 5+ years’ experience in commercial roles, preferably operational account management and/or customer success management.
- Proven experience managing complex accounts, experience in managing Japan accounts is a plus.
- Excellent interpersonal skills including experience in dealing with all levels of management, and cross-functional departments.
- Demonstrated experience in improving and implementing processes
- Commercial Retention driven, (commercial KPI’s)
- Technical skills in Networking and Telecommunications are a plus- Creative, proactive and a collaborative team worker.

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