Senior Manager, Customer Success
Key details
- Location
- Singapore
- Work style
- Onsite
- Level
- Lead / Staff+
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 7h ago
Skills
About the role
Want to be a part of Asia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company?
AirTrunk is a hyperscale data centre company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We do this by continuously redefining and delivering the digital infrastructure that meet the needs of our customers - the world’s most transformational companies. And we’re doing so sustainably, for today and tomorrow.
Having opened Australia’s first and largest hyperscale data centres in 2017, we set our eyes on rapid expansion and now operate a platform of hyperscale data centres across the APME region. With backing from our investors, including Blackstone, this is just the beginning…
Come join the A-Team at AirTrunk, where the cloud meets the ground.
A Snapshot
As a Senior Customer Success Manager based in Singapore, you will be part of AirTrunk’s centralised customer engagement function, reporting directly to the Senior Director of Customer Success. You should enjoy working in a fast paced environment, with high level of flexibility and be able to navigate change with ease. You will work closely with various teams and leadership across the Asia Pacific region, making your mark in a number of ways:
- Support front end customers engagement with key global cloud service providers, providing dedicated leadership covering broad areas such as commercial, legal, and technical aspects of our infrastructure solutions to support our customers rapid growth.
- Lead multi-billion dollar complex deals from proposal development to contract execution, including managing strategic escalations post-execution, across various APAC markets in alignment with the strategy set by the Director of Customer Success.
- Take ownership of internal collaboration across all functions in the company to deliver gold standard experience for our customers across the front-end engagement through to contract execution.
Your Day to Day
- Strategy Implementation:
- Working with the Director, develop and implement customer success strategies that align with company objectives and enhance the overall customer experience.
- Develop and own high quality complex proposals with very fast due date and minimum guidance.
- Customer Engagement:
- Build solid relationships with key customers to gain understanding of their demand and lead the development of infrastructure solutions to expand AirTrunk market share across various APAC regions in partnership with cross-functional internal teams.
- Develop and utilise a deep understanding of commercial constructs & funding requirements for customer deals (e.g. be able to suggest appropriate commercial construct for solutions, project cost and funding tailored to specific customers and sites).
- Converse with both customers and internal cross-functions on key technical items affecting the final solutions (e.g. temperature, power, MW capacity, connectivity, renewable, etc.).
- Communicate outcome of meetings clearly and draft concise emails to senior customers with clear articulations of issues/topic summaries from calls or contract discussions, with resolution options, next steps and so forth.
- Complete regular customer governance updates
- Ability to manage customer business reviews and proactively drive improvement actions
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