Customer Success Executive

Responsibilities Lead and drive the service delivery 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 on-boarding 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 Possess 1-2 years of relevant customer success experience/client-facing experience Good communication skills and comfortable with stakeholder management 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