Customer Success Manager

3 days ago

Ang Mo Kio, Singapore Oaktree Consulting Full time

Reports to Director of customer success (APAC), the successful individual will be part of Global customer success department. The Individual will be responsible for management of regional support team including resources, ticket assignment/queue management, delivery of post-sale services and customer relationship management. This individual will be an escalation manager for the regional.

**Responsibilities**:

- Maintain, drive, supervise and implement robust technical standards, systems, and processes
- Lead a team providing technical assistance (remotely and onsite) to customers, and address training needs when necessary
- Ensuring the support tickets and resolve customer technical complaints within stipulated TTR (Time to Resolve) SLA
- Serve Premium or Strategic customer as a Service Delivery Manager (SDM)
- Assist the team with escalations as and when required
- Management of regional team support team interface with regional peers and escalation to engineering team (Level 3)
- Ensure local teams are kept up to date and maintain compliance to best practice/ISO/HSE policies
- Participate in global area of improvement, including regional incident data analysis and identify/address new problem areas
- Staff review, training, and development
- Willing to travel periodically(internationally) to meet customers
- Any other ad-hoc duties as required or assigned

**Requirements**:

- Minimum bachelor’s degree in Computing/ Electronics/Telecommunications Engineering
- Minimum of 5-8 years working experience in Telecommunication/Info-comm/ SATCOM industry
- 1-3+ years of IT supervisory experience in a corporate environment
- Working knowledge or practical experience with
- IP-based networks with a CCNA certification or above
- Satellite access and Modem technologies
- Programming language or scripting experience (added advantage)
- Comfortable dealing with all level staffs up to C-Suite Level
- Organizational and team leader skills
- Problem solving skills, analytical skills, and the ability to make decisions quickly
- Effective oral and written communication skills
- Position based in Singapore or remotely

Kindly submit resumes in MS Word format with the following details:
- Current remuneration
- Expected remuneration
- Notice period
- Reason for Leaving

Person-in-charge : Quek Hong Guek, Margaret

Oaktree Consulting
EA License No : 06C4642
EA Reg No : R1981137

**Job Types**: Full-time, Permanent

**Salary**: $4,500.00 - $6,000.00 per month

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

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