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Manager, Customer Success

2 weeks ago

Singapore ZVC SINGAPORE PTE. LTD. Full time

**Responsibilities**:

- Coach & mentor your team of highly motivated diverse set of Customer Success Professionals across the Asia-Pacific region to develop customer engagement skills and competencies. The territory span is across SEA, Korea and India.
- Help manage, recruit, coach, train and develop a growing and energetic team of talented Customer Success professionals ensuring all business processes, policies and work practices are followed to the highest standards.
- Facilitating and owning experiences and being an escalation point to various cross-functional teams at Zoom, on behalf of the customer.
- Has an ability to help develop strategic team initiatives and KPIs for their respective CS team.
- Manage the team to achieve quarterly goals, and provide clear reporting on metrics.
- Regularly assess team processes to proactively identify risk factors and new growth opportunities.
- Identify underperformance and coach for performance improvement
- Exemplify an outcome/results-oriented approach
- Work with other team managers / leaders to help make data-driven decisions, regularly analyzing and improving upon team processes by identifying risk factors and growth opportunities.
- Assist with high priority requests or issue escalations as needed.

**Requirements**:

- Bachelor’s degree and/or equivalent years of experience
- 12+ years of SaaS software industry and management experience
- Demonstrated Customer engagement and People management experience across the territory span for this role
- Strong product knowledge of AV Collaboration preferred
- Able to analyze trends, understand metrics and present to upper management.
- Great interpersonal skills with a positive attitude.
- Outstanding verbal and written communication skills in English, including experience conducting executive presentations.
- Ability to work independently with limited direction in a fast-paced environment.
- This role is base in Singapore.