Customer Success Manager

Title: Customer Success Manager

Department: Indirect-Customer Service

Reporting Manager: Senior Customer Sucess Manager

Location: Hong Kong

Role Type: Hybrid, Full-time

Role Overview:

The Customer Success Manager (CSM) is a key member of a cross-functional team designed to deliver Customer base growth and facilitate the ease of doing business with IPC. CSMs lead, direct and oversee the IPC Customer lifecycle for new and existing Customers. In addition, they support a comprehensive product and services portfolio and focus on Customer retention, development of Customer support and revenue growth. Their overall goal of a CSM is to improve the focus of IPC’s sales channels through organizational accountability and increased productivity. 

The CSM is responsible for organically growing their team's portfolio of customer base revenue while maintaining and increasing Customer satisfaction. In addition, they research and prioritize Customer needs, develop Customer requirements, drive the development of Customer growth strategies and provide Customer lifecycle management.

Job Responsibilities:

• Maintain and Grow Base:
  • Manage the customer experience - Quote to Cash and order processes
    
    •  Provide quotations
    • Process orders
    • Implement and complete the billing process
  • Account Realization - Increasing Sales
    
    • Upsell and conduct consultative pre-selling
    • Assist Sales to drive new business through time and Customer management
  • Base Change Management
    • Mitigate Attrition - risk analysis and management
    • Minimize credits and re-rates
  • Provide strategic consultations for the Customer base to uncover new opportunities
    • Work with Sales, Marketing and Product to help implement compelling sales and marketing programs targeted to specific financial market segments.
• Track base performance and develop strategies and tactics to continuously improve base growth
• Collaborate with cross functional departments to optimize overall revenue.

Account Maintenance:

• Review and process controls for issuing credits
• Secure financial awareness of Customer profiles (e.g. Billing Audits, Spend, Billing Reports)
• Interface with IPC Finance Collections and Customers
• Work with IPC Legal Department to ensure a high level of business acumen in respect of customer contracts
• Understand customer’s standard and bespoke contractual obligations, Service Level Agreements (SLA’s), Pricing and Discount Structures
• Manage customer reporting and visibility of service performance through the IPC Xchange Portal
• Oversee the development and enhancement of customer reporting improvement initiatives
• Ensure Customers are registered and educated on the IPC Xchange Customer Portal
• Ensure Customers are registered to the IPC University (Unigy E-learning, ILT & DLT)

Training & Cutover:

• Interface with Project Management, Sales and Installation Departments to assist with user training and cutover coverage.
• Schedule and perform customer user training on the features and functionality of all IPC turret platforms.
  • User Training to be performed during standard business hours.
  • Responsible for providing the customer with customized training material for new products and features.
• Present on Go Live Day, assist with issues encountered at cutover and follow up with Project Manager and service technician to perform resolution of trouble.

Administration:

• Work closely with internal IPC departments and the customer to resolve complaints & issues.
• Assist with maintaining customer-related data within internal IPC systems.
• Support special requirements and provide feedback to IT for eventual automation.

Job Requirements:

• Minimum 2 years Customer Success/ Account Management Experience in Commercial
• Customer oriented & able to handle escalations & complaints.
• Intermediate level PC skills required, MS Office Suite, PowerPoint knowledge required.

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees. 

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

•    Health Insurance Plan 
•    Group Term Life Insurance Plan 
•    Flexible PTO plus Public Holidays  
•    Additional Time off for Charity Work and Volunteering  
•    Global Tuition Reimbursement  
•    Global Certification Bonus Program 
•    Access to our E-Learning Platform – IPC University & LinkedIn Learning 
•    Structured Onboarding Program and Peer Mentor Support 
•    Enhanced Parental Leave  
•    Global Wellness Program 
•    Employee Referral Program

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs. 

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

You can explore more about our culture, offerings and commitment on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/. 

IPC’s Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today. 

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. 

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.