Senior Customer Success Manager

Our Vision is to be the preferred talent partner in Asia to accurately identify and integrate high potential talents for our clients and accomplish career success for our candidates.

Over the years, we have continued to innovate and improve how we identify and assess talents to deliver on successful talent strategies for our clients.Unifying Purpose, Shaping Careers - We believe in a world where organizational strategies are brought to life when everyone finds value in their work by aligning organizational purpose with people, where we inspire a meaningful and impactful future.

Our client is a globally recognized technology company pioneering next-generation Spatial Intelligence solutions powered by 3D LiDAR and real-time analytics. Their platform enables operators of complex environments such as airports, transportation hubs, smart cities, industrial sites, and large public venues to gain accurate, real-time, and privacy-first insights into the movement of people and vehicles.

With strong international backing, a growing global footprint across multiple continents, and a proven track record of large-scale deployments, the company is widely regarded as a category leader in its space. Their solutions are trusted by world-class infrastructure operators and Tier 1 organizations, supporting mission-critical improvements in operational efficiency, safety, user experience, and revenue optimization.

This role ensures the successful delivery client's solutions and program. The focus is on maintaining high service quality and guaranteeing 100% adherence to Service Level Agreements (SLAs), thereby solidifying client relationships and maximising customer satisfaction. You will be a critical link between the internal engineering and commercial teams and prestigious global customers across four continents.

The Challenges

• Drive multiphase software and hardware customer implementations effectively, ensuring all deadlines and contractual deliverables are met on time and in scope.

• Steer the financial aspects of the project. Monitor project cash-flow in terms of revenue and costs, monitor revenue recognition events and coordinate with sales operations on when to trigger invoice payments and purchase orders.

• Depending on the deal's size. Manage several engagements concurrently, potentially a maximum of 5 customers

• Facilitate standard project management methodology for all implementations, including, but not limited to:

  • Leading kick-off calls - remote (sometimes on-site) sessions providing an overview of the implementation project.

  • Present technical solutions effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and business topics.

  • Support technical teams to analyse and resolve technical issues that arise during implementation.

  • Weekly status meetings - weekly calls with customers to review progress, obstacles, upcoming tasks, etc.

  • Training - remote (sometimes on-site) training sessions tailored to the end user.

  • Post-implementation hyper care - ensure the implementation is a success, before transitioning the account to our customer success team.

• Interface with internal product, engineering, sales engineers, and field technical engineering resources to coordinate projects and communicate customer impact.

• Contribute to the product input feedback process to ensure constant and valuable customer input is available to the team, and advocate and prioritise as required.

• Support generating new sales opportunities: Identify stakeholders in the existing customer portfolio, provide insights on customer needs and upcoming projects to the sales team.

• Help close deals by answering customer questions and addressing any concerns, delivering demos of Outsight solutions and attending pre-sales customer meetings when requested.

What It Takes

• Bachelor's or Master's Degree (Computer Science, Engineering or Business).

• 7 years of working experience.Ideally, including 2+ years with practical experience in a Technical role - Computer Science, Electrical, Industrial, Automotive, or Mechanical Engineering.

• 5 years in a client-facing delivery role, preferably within a B2B SaaS or deep-tech environment, involving IT Hardware and/or SaaS deployments.

• 2 years managing a team of direct reports (2 to 6 people) and project teams.

• Able to handle multiple projects at once, with varying stages of implementation, must be highly organised with a strong sense of urgency to meet deadlines.

• Comfortable with ambiguity and able to work with minimal support.

• Ability to work autonomously as well as in a team setting, leading large groups of people using indirect authority to meet critical goals.

Interested candidates, please click the Apply Now Button. All information will be kept in the strictest confidentiality. Priority responses will be given to candidates who are shortlisted.