We are seeking a Customer Success Manager for a fully remote, full-time opportunity to lead our global Customer Success function supporting Data Center cooling customers across Singapore.
Role Summary: We are seeking an experienced Customer Success Manager to lead a global Customer Success function supporting Data Center Operations across Singapore. The ideal candidate will have expertise in Data Center Cooling solutions. This role is responsible for delivering exceptional customer support, driving process improvements, managing a multi-region team, and building strong customer relationships. The incumbent will collaborate closely with Sales, Application Engineering, Operations, Sourcing, and Quality teams to enhance customer experience, support business objectives, and ensure consistent, efficient, and high-quality customer support across global regions.
Responsibilities
- Lead, mentor, and coordinate the global Customer Success team and Deliver excellent customer service.
- Contribute as a leader within the Sales & Application Engineering team and Support continuous improvement.
- Develop new processes when needed and Guide the team on customer escalations.
- Resolve high-priority customer issues and Share customer feedback internally.
- Lead cross-functional collaboration with Operations, Sourcing, Quality, Sales, and Application Engineering to ensure timely and accurate customer support.
- Manage team performance by allocating work, monitoring KPIs, conducting performance reviews, and coaching team members to drive continuous improvement.
- Oversee end-to-end customer operations, including order entry, quotations, pricing updates, shipment follow-ups, and delivery coordination.
- Build and maintain strong customer relationships by proactively managing communications, resolving escalations, and fostering a positive team environment through effective conflict resolution.
- Ensure accurate documentation of customer interactions, complaints, and transactions while overseeing SAP, productivity trackers, and TAT reports to maintain operational excellence.
Qualifications
- Bachelor's degree or equivalent experience
- 7–8 years of Customer Success leadership experience.
- Strong SAP SD knowledge
- Strong KPI management and team coaching experience.
- Experience working with Sales, Operations, Sourcing, Quality, and Application Engineering.
- Demonstrated expertise in Data Center Infrastructure and Data Center Cooling technologies.
