Customer Success Manager

Adventus is an Information and Communications Technology (ICT) Solutions and Services Provider with a wide footprint across the globe.

We help organizations bring about positive transformation to their businesses by leveraging intelligent applications of innovative solutions and pertinent services to remain winners in today's ultra-competitive marketplace.

With our strong network of technology partners, excellent domain expertise and differentiated value proposition, we are able to go above and beyond for our customers, far exceeding expectations.

Job Responsibilities

• Lead and drive the customer success 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 onboarding 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

• Any other ad-hoc duties as required or assigned

Job Requirements

• Bachelor's Degree in any discipline

• Excellent communicator with fluency in English and Mandarin (to liaise with Mandarin-speaking customers) and comfortable with stakeholder management

• Possess 1-2 years of relevant customer success experience/client-facing experience

• Ability to multi-task, and comfortable handling a large portfolio of customer accounts

• 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