Position Title: Customer Success Manager
Company: ST Electronics (Info-Software Systems) Pte Ltd
Business Area: Electronics
The Customer Success Manager is responsible for engaging customers to expand their use cases on cloud services and developing customer relationships that promote retention and loyalty. You have to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. You should understand the customers business requirements and can articulate how to expand their use cases through the cloud services and have excellent relational skills and can create win/win environments for all parties they work with. 

In your day-to-day responsibilities, you own the overall relationship with assigned clients, by increasing adoption and ensuring retention and satisfaction. You make a large impact on your cloud application development business by establishing a trusted and strategic advisor relationship with each assigned client, driving continued value of the products and services. You will also help to identify customer insights or develop business opportunities. Additionally, they will advocate customer needs and issues cross-departmentally, and program manage account escalations.

  1. Develop customer relationship and build partnership to deliver predictable outcomes and experiences for the customers and predictable growth for their business;
    1. Delivering and communicating ROI for the customers, throughout the customer lifecycle
    2. Being the trusted partner for the customer on use-cases and product/services functionality; Being the main point of contact between the company and a number of named enterprise accounts
    3. Orchestrating resources and expertise from various cross-functional teams to drive results.
    4. Collaborate closely with team members support renewals and expansion opportunities
    5. Represent the voice of the customer to provide input into every core product & services, marketing and sales process
    6. Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
    7. Collaborate with the engineering and development team to set up or configure our cloud services and software platform as per customers’ requirements and troubleshoot technical issues raised by customers
    8. Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
    9. Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  2. Establish Customer Support Practices - Customer Success Managers are responsible for creating operation and support procedures that optimize the customer experience. Customer Success Managers may gather feedback from their customers, study other customer success programs and analyse customer data to identify the best practices. The Customer Success Manager must establish policies that the entire staff can adhere to so all customers receive the same quality of service.
  3. Provide Technical and Services Support - Customer Success Managers must know the company’s products and services inside and out. They are called upon to provide technical support to customers or to provide training on their products. They may even help customers plan and understand the best ways to utilize their cloud services, software or products based on the customer’s business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of the cloud services and software so customers are encouraged to continue using their services.
  • Bachelor Degree in STEM (Science, Technology, Engineering and Mathematics)
  • Ideally 4 years plus of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Knowledge of customer service practices;  ITSM and ITIL are preferred
  • Technical aptitude and ability to learn new technology; Passion for technology and for being a part of a fast-growing business
  • Strong leadership skills; experience supervising others
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
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