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
Requirements
- Bachelor's Degree in any discipline
- Good communication skills 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
- 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
Skills Required
- Bachelor's Degree in any discipline
- 1-2 years of relevant customer success experience/client-facing experience
- Fluent in English and Mandarin
- Good communication skills and comfortable with stakeholder management
- Ability to multi-task, comfortable handling a large portfolio of customer accounts
What We Do
Leader in ICT Solutions and Services Adventus is a premier provider of Information and Communications Technology (ICT) and Cybersecurity solutions and services that helps organizations design, execute, secure and manage their ICT and Cybersecurity environments and operations reliably and efficiently. We believe strongly that the winners in a globalized and ultra-competitive marketplace of today are defined by how they are able to effectively leverage technology to create competitive advantages and introduce business innovations. Our strong network of technology partners, excellent domain expertise, impeccable managed services and differentiated value propositions create enormous values for organizations that far exceed their expectations.
