Customer Service Manager [Customer Success Tools, Help Desk, Service Management] - Geylang

Job Responsibilities:

• Design and implement a comprehensive customer success strategy aimed at enhancing retention, satisfaction, and long-term loyalty.
• Manage post-implementation support to ensure high system availability, proactive maintenance, and overall service reliability.
• Lead help desk operations, overseeing ticketing workflows to ensure adherence to SLAs and prompt issue resolution.
• Act as the primary escalation point for complex client concerns, collaborating cross-functionally to drive effective solutions.
• Conduct regular service performance reviews and integrate customer feedback to continuously improve service quality.
• Leverage customer data and analytics to uncover opportunities for process improvements and innovation.
• Establish and track key performance indicators (KPIs), including Net Revenue Retention (NRR), Customer Health Score, and SLA compliance.
• Recruit, develop, and manage a high-performing customer success team, promoting a customer-centric and data-driven culture.
• Work in close partnership with Product, Sales, and Technical teams to ensure customer success strategies align with overall business goals.

Requirements:

• Bachelor’s degree in Business, Information Technology, or a related discipline.
• Minimum of 8 years of experience in customer success, technical support, or a related field, including at least 3 years in a leadership role.
• Demonstrated success in aligning customer success strategies with broader organizational growth objectives.
• In-depth knowledge of post-implementation support, SLA enforcement, and end-to-end service delivery.
• Familiar with help desk platforms, customer success tools, and IT service management frameworks such as ITIL.
• Proven ability to design and execute customer success initiatives that align with business goals and drive measurable impact.
• Strong relationship-building skills with the ability to deeply understand customer needs, drive satisfaction, and increase loyalty and retention.
• Proficient in using customer analytics to shape strategy, anticipate needs, and proactively resolve issues for a superior customer experience.
• Skilled in process optimization to boost team efficiency and enhance customer engagement across the service lifecycle.
• Effective in communicating the strategic value of customer success across the organization, influencing stakeholders, and championing a customer-centric culture.
• Empathetic leadership style that supports both customer and team needs, fostering trust, collaboration, and accountability.
• Adaptable to change, with a forward-thinking mindset to embrace new technologies and lead teams through organizational transitions.
• Strong commercial acumen with the ability to identify revenue opportunities through upselling, cross-selling, and churn reduction strategies.

HOW TO APPLY:

Interested applicants, please click on “Apply Now” and provide the below details in your resume.

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