Senior Manager, Customer Support (APAC)

This role is pivotal in ensuring a seamless customer experience across direct and distributor channels, driving operational excellence, and aligning support strategies with commercial goals.

KEY RESPONSIBILITIES:

• Lead and develop the global Sales Support and Customer Service teams to deliver best-in-class customer experiences.
• Own the quote-to-order and order-to-cash support processes, ensuring responsiveness, accuracy, and customer satisfaction
• Develop and implement service strategies that align with regional business goals and global standards.
• Monitor and improve key service metrics (e.g., response time, resolution rate, revenue attainment).
• Serve as the escalation point for complex customer issues, collaborating across departments to drive timely resolution.

• Partner with Sales, Product, Engineering, and Operations to provide pre-sales support, lead-time estimates, and solution configuration.
• Ensure smooth order management, pricing support, and product availability coordination.
• Implement and monitor customer feedback loops to improve service levels and loyalty.
• Support distributor onboarding, training, and ongoing enablement to ensure consistent customer experience.

• Establish and enforce standardized processes, tools, and SLAs across the Asia-Pacific to ensure consistency and scalability in global account support.
• Support the rollout of CRM and ERP tools to streamline customer support workflows.
• Drive continuous improvement initiatives across support workflows, tools, and systems (Salesforce, SAP, ModelN)
• Analyze support data to identify trends, root causes, and opportunities for improvement.
• Ensure compliance with company policies, regulatory requirements, and service-level agreements.

• Build, mentor, and retain a high-performing support team.
• Foster a culture of accountability & execution, collaboration, and customer-centricity.
• Conduct regular performance reviews and provide coaching and development opportunities.

Experience & Skillsets:

• Bachelor’s degree in Business, Engineering or related field required.
• Advanced degree such as MBA or equivalent preferred.
• 10+ years of experience in customer support, inside sales, or commercial operations in a global technology/manufacturing setting.
• Inspirational leader with a track record of building high-performing, cross-functional, and geographically dispersed teams
• Proven track record of leading customer support transformations and/or digital enablement initiatives.
• Deep understanding of multinational customer expectations and operational complexity.
• ERP (e.g., SAP, Oracle) and CRM (e.g., Salesforce) expertise