Customer Success Manager
Client :- Mphasis
Location :- Onsite / Cyberjaya
Mode:- Full Time
Role:- CSM
Budget : 6000RM
Only Locals
Job Discription:-
The Remote Customer Success Manager will be responsible for managing cost target commitments for all service delivery requirements implementing & monitoring expense control and operational relationship: develops & nurtures to excellent customer satisfaction
Main Responsibilities
· Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan
· Contact for operational & tactical issues representing delivery of all services (all functions) to the customer, manages performance metrics, reporting, escalation & communication
· Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans
· Ability to effectively and proactively manage risk for low risk projects
· Supports Account Service Team (AST) & all delivery organizations to timely, cost effective delivery of Service Level Agreements (SLA) requirements identifying & recommending optimization while managing scope, resources & coordination
· Contributes to account service delivery plan.
· Identifies incremental revenue opportunities
· Assures compliance with company and customer’s Human Resources (HR), Pilot Run (PR), legal, financial, ethics and government related policies, strategies, and processes
· Acts as Remote Customer Success Manager (rCSM) in small to medium engagements
· Leads a small to medium size AST/delivery team
· Works at local or regional level
Education and Experience Required:
· First Level University Degree or equivalent combination of education and experience.
· at least 3 years relevant industry experience (service delivery or sales or financing)
Knowledge and Skills Required:
Advanced excel skills
Excellent English Communication skills
· Ability to build & manage strong customer relationship
· Influence & negotiation skill
· Ability to apply business management & financial concepts to analyze business needs
· Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image
· Ability to understand & analyze an issue or problem to implement a corrective action plan
· Applies appropriate knowledge and methods to resolve business issues
· Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support
· Ability to proactively & effectively manage risk on low to medium risk projects
· Consistently applies Quality & Continuous Improvement Plans
· Ability to develop & present high impact message to customer
· Industry sector knowledge (finance, manufacturing, etc.)
· Crisis & conflict management
-Mainly deal with Australia and New Zealand customers. Be able to work on flexible hours (i.e. Australia Time Zone)
Client :- Mphasis
Location :- Onsite / Cyberjaya
Mode:- Full Time
Role:- CSM
Budget : 6000RM
Only Locals
Job Discription:-
The Remote Customer Success Manager will be responsible for managing cost target commitments for all service delivery requirements implementing & monitoring expense control and operational relationship: develops & nurtures to excellent customer satisfaction
Main Responsibilities
· Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan
· Contact for operational & tactical issues representing delivery of all services (all functions) to the customer, manages performance metrics, reporting, escalation & communication
· Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans
· Ability to effectively and proactively manage risk for low risk projects
· Supports Account Service Team (AST) & all delivery organizations to timely, cost effective delivery of Service Level Agreements (SLA) requirements identifying & recommending optimization while managing scope, resources & coordination
· Contributes to account service delivery plan.
· Identifies incremental revenue opportunities
· Assures compliance with company and customer’s Human Resources (HR), Pilot Run (PR), legal, financial, ethics and government related policies, strategies, and processes
· Acts as Remote Customer Success Manager (rCSM) in small to medium engagements
· Leads a small to medium size AST/delivery team
· Works at local or regional level
Education and Experience Required:
· First Level University Degree or equivalent combination of education and experience.
· at least 3 years relevant industry experience (service delivery or sales or financing)
Knowledge and Skills Required:
Advanced excel skills
Excellent English Communication skills
· Ability to build & manage strong customer relationship
· Influence & negotiation skill
· Ability to apply business management & financial concepts to analyze business needs
· Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image
· Ability to understand & analyze an issue or problem to implement a corrective action plan
· Applies appropriate knowledge and methods to resolve business issues
· Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support
· Ability to proactively & effectively manage risk on low to medium risk projects
· Consistently applies Quality & Continuous Improvement Plans
· Ability to develop & present high impact message to customer
· Industry sector knowledge (finance, manufacturing, etc.)
· Crisis & conflict management
-Mainly deal with Australia and New Zealand customers. Be able to work on flexible hours (i.e. Australia Time Zone)