Senior Customer Experience Manager, APAC

4 weeks ago

Singapur, Singapore Vantage Data Centers Full time

Description

Vantage is looking for an ambitious, detail-oriented, resourceful Senior Manager, Customer Experience to establish and maintain customer relationships and promote customer satisfaction across the Asia Pacific region. You will be the interface for Vantage Customers to ensure that their needs are being met and will coordinate throughout all Vantage departments to support customer requests. Core responsibilities of the Customer Experience team include project support, construction reviews, data module fit-out coordination, customer onboarding, customer audits, performance reporting, customer tooling, and more. A successful candidate will cooperate with the Sales organization to develop custom solutions to ensure customer loyalty. 

Essential Job Functions

Serve as the primary point of contact for customers, managing customer escalations through right contact within Vantage, ensuring a seamless customer experience

Understand the customers business and be able to be proactive in our approach to establish and maintain excellent customer relationships 

Establish key relationships with customers personnel, e.g., Operations, Construction, Security and EHS

Develop key relationships within Vantage to ensure a smooth transition of services for each customer from initial contract through to live operations 

Ensure compliance to Vantage standards and customer leases 

Report on performance through KPIs to Vantage customers, sales, and executives 

Develop and document processes and procedures for customer support

Duties

Perform all internal and external onboarding activities for new customers 

Interface directly with customers on a regular basis for reporting and requests

Create custom reports for customers

Identifying areas of improvement and feeding back these items to the Vantage teams

Hold SLA compliance MBR and QBRs

Gather customer requirements and participate in the solution design and quoting process

Collaborate with internal and external Vantage teams to complete activities on time

Develop and maintain documentation for each customer

Support all financial and billing processes

Manage customer facing projects and activities

Maintain compliance to Vantage standards and customer lease obligations

Support the operations teams with any operational incident reports and reviews with customers

Requirements

Degree level qualification in Business Administration, Computer Science, Sales, related field or equivalent experience, required

8+ years of experience in one or a combination of the following: Data Center Operations, Project Management, Customer Support, or Sales is required. 

Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required

Prior experience supporting an ITIL based Service Management program

Ability to read and interpret electrical one-line diagrams, a plus

Experience with contracts management and RFPs

Proficient with Microsoft suite including Excel, Word, Power Point, Project, and Visio 

Problem solving skills to troubleshoot and resolve customer requests

Excellent verbal and written communication skills

Time management and multitasking skills to handle multiple tasks and clients at once

Motivational and negotiation skills

Strong organizational skills and attention to detail

Travel required is expected to be 20%, but may increase over time as the business evolves

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.


Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.

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