[ref. d6066318] Customer Success Manager (Maintenance) - Geylang

Description:

Customer Success Manager (Maintenance)

We are seeking a Customer Success Manager (Maintenance) who plays a pivotal role in ensuring the successful delivery and ongoing support of Maintenance Systems and projects. This role involves close collaboration with internal teams, service partners, contractors, and government agencies to ensure customer satisfaction, system reliability, and operational excellence.

• Participate in project and Maintenance Systems meetings, proposing improvements where necessary.
• Supervise ongoing projects and Maintenance Systems, coordinating team members to maintain workflow and timelines.
• Evaluate potential technical issues and collaborate with engineers to develop effective solutions.
• Manage project-related documentation, ensuring all materials (e.g., system extensions, tech-refresh, obsolescence replacements) are current and properly stored.
• Liaise with backend support groups to ensure Maintenance Systems’ fulfilment and compliance.
• Coordinate with external service partners and contractors to facilitate project and maintenance execution.
• Effectively engage key stakeholders in decision-making and execution processes.
• Strong negotiation skills with both internal and external stakeholders.
• Generate and analyse monthly reports, presenting insights and updates to end customers.
• Oversee system transitions from project delivery to maintenance phase, ensuring smooth handovers and operational readiness.
• Familiarity with Service Operation metrics and system availability requirements.
• Manage project budgets, including planning, designing, and defining scope and deliverables.
• Uphold quality assurance standards and ensure best-in-class deliverables.
• Proactively monitor project progress and apply corrective actions to resolve issues.
• Build and maintain high-performing teams aligned with service management goals.

• Strong experiences in major IT infrastructure vulnerability assessment, system updates, upgrades, OS hardening and migrations.
• Certification in ITIL is preferred
• At least 2 years of experience in team management
• Have at least 3 years of experience in Cyber Security

Work Location: Jurong East