Customer Success Manager
2 days ago
This is a people manager role, where you will be responsible for the performance of regional operational leaders and supervisors. You'll be required to provide them with clear guidance to manage operations and stakeholders to achieve the desired contractual outcomes. As well as developing processes to drive continuous improvement, productivity, and well-being of the team to achieve desired corporate goals.
This role will be part of the senior leadership team, where you will be involved in our weekly leadership meetings to drive strategic decisions and outcomes.
Responsibilities:- Service Level Agreement and contracts management
- Account growth and development
- Client service management and satisfaction
- People management and team development
- Department strategic development, execution and reporting
- Process optimization
- Escalation management
- Minimum 3 years in a people management role
- Minimum 5 years in a Customer Success and/or Account Management role, preferably in the engineering industry
- Prior experience in an operational role preferred
- Bachelor's degree in engineering or IT IT-related field
- ITIL certification will be an advantage
- Six Sigma or equivalent certification will be an advantage
- Fluency in written and spoken English
- Fluency in spoken in Malays and Mandarin will be an advantage
- Working hours are from Monday through Friday, 8:30am to 6:00pm.
- The ability to provide support during and outside regular business hours is required
- Required to perform other roles and responsibilities as and when required
- Regional travel required
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