Title: Customer Success Manager

Job ID: 21317

Location:

ST Engineering Jurong East Bui, SG

Description

We are seeking a Customer Success Manager, who will play 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.

Responsibilities

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.
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.
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.

Requirements

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
Strong negotiation skills with both internal and external stakeholders.
Familiarity with Service Operation metrics and system availability requirements.

Work Location: Jurong East