Jobfoundry
Jobfoundry
AD

Customer Success Executive (Service Delivery, Post Sales)

Adventus
BusinessSingaporeFull-time22 months ago
Apply Now

About the role

AI summarised

Customer Success Executive responsible for service delivery and post-sales support at an ICT solutions provider. The role involves managing customer accounts, ensuring SLA compliance, leading a team of engineers, and maintaining client relationships.

BusinessFull-timeService Delivery

Key Responsibilities

  • Lead and drive the service delivery for assigned accounts
  • Accountable for the success of projects implementation for assigned contracts
  • Manage and communicate with key holders on daily operational support
  • Monitor and ensure SLAs are met, issues escalated and prioritized
  • Act as the point of contact for service delivery
  • Responsible for service delivery of account and prioritization of work requests
  • Manage a team of desktop/system/network and helpdesk engineers. During transition phases, the team will work closely with customers on the on-boarding of service/equipment
  • Provide customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer's business
  • Identify operational gaps and drive to ensure closure, both internally and externally
  • Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
  • Work on financial cost priorities to ensure a balance between customer satisfaction and company's business objectives
  • Ensure delivery to cost plan

Requirements

  • Bachelor's Degree in any discipline
  • Advantageous to possess relevant internship experience, however, no full-time work experience is necessary
  • Good communication skills and comfortable with stakeholder management
  • Ability to multi-task, and comfortable handling a large portfolio of customer accounts
  • Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers)
  • Advantageous to possess business acumen, customer focus and financial management skills
  • Self-motivated and proactive in resolving issues and identifying new opportunities on the account
  • Effective interpersonal skills, both written and presentation
  • Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems