Customer Success Manager

This role is to support the Client accounts >500K SGD value across ASEAN market.

Customer Success Manager role will be working very closely with the local in-country Account Manager with following responsibilities.
 Strategic thinker with a customer-centric mindset and a track record of driving customer engagement, retention, and growth.
 Drive customer satisfaction and retention through proactive engagement and support.
 Serve as the primary point of contact for customer inquiries, issues, and escalations.
 Monitor and analyse customer KPIs, such as adoption rates and satisfaction scores. Monitor and analyze customer usage metrics, adoption rates, and feedback to measure product effectiveness and identify areas for improvement. Provide regular reports and updates to internal stakeholders on customer health, service levels, trends, and opportunities.
 Identify opportunities for upselling and cross-selling based on customer needs and usage patterns.
 Collaborate with internal. teams to ensure timely resolution of customer issues and deliverables.
 Provide regular reports and updates on customer KPIs to stakeholders.
 Stay informed about industry trends and best practices to optimize customer success strategies.
 Proactively manage the renewal process for existing customers, demonstrating the ongoing value and ROI of our AV solutions. Collaborate with sales teams to develop renewal strategies and negotiate contract terms to maximize retention and revenue.
 Support the new deals and RFP to contribute to the Services
 Qualifications:
 Master/ bachelors degree in engineering, Business Administration or related field.
 5+ years of experience in a customer-facing role within the Audio-Visual or telecom industry or IT Hardware .
 Excellent communication and interpersonal skills.
 Strong understanding of AV technologies and solutions will be a plus
 Analytical mindset with the ability to interpret data and drive insights.
 Proactive, organized, and results-oriented.
 Proficiency in CRM software and project management tools, excel and power point
 Willingness to travel occasionally for client meetings, conferences, and events within India , Singapore, Philippines,