외국계 IT기업, Customer Success Manager
1. Company Description
- 외국계 IT 기업(세계적인 IDC 및 네트워크 기업)
2. Job Position
- Customer Success Manager
3. Location
- 서울시 여의도
4. Roles and Responsibilities
This position will be responsible for, but not limited to the following specific duties
Project managing new and existing complex customer installations, working cross functionally to ensure services are delivered in the agreed upon timeframe and according to customer expectations. Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation phase.
Professionally interacts with customers, building strong relationships across various levels and disciplines within the portfolio of accounts.
Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues. Proposes and develops solutions cross functionally to solve non-standard customer requests.
Responsible to drive continuous improvements in all aspects of service delivery to a customer.
Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methods.
Understands customers’ footprint and contractual agreement. Proactively works to ensure contractual agreements are adhered to.
Collaborates with existing customers to gather and understand customers’ requirements for add-on services and independently takes action from opportunity to fulfillment.
Educates and orientates customers in ****** policies and procedures and customer-facing support and ordering systems.
Participates in customer meetings and Quarterly Business Reviews. Responsible for preparing customized presentation material as required by customers and account team. Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments.
Demonstrates the proper and prescribed use of ***** systems, tools and processes (e.g. case management, ticketing system, etc.).
Designated Subject Matter Expert for assigned departmental processes.
Familiarizes and maintains expertise on ****** products and services.
Participates in departmental special projects and cross functional initiatives with minimal direction and support.
Develops and builds strong relationships with offshore Sales, Operations and other cross functional teams.
Supports offshore Sales Team to eliminate their involvement in non-sales activities.
Demonstrates knowledge of IBXs including tour certifications as appropriate.
Demonstrates knowledge of IBXs including tour certifications as appropriate.
Collaborates with Marketing to identify potential customers for case studies for *****.
5. Requirements
Minimum of 5 years in a CSM equivalent role or prior relevant ***** experience.
Experience in a high pressure, customer facing role.
Experience working in a regional/global team and in a matrix environment.
Proven track record in building positive relationships with customers.
Experience in a technical industry; preferably IT, telecommunications or data centers. Collaborative personality and able to build strong personal relationships.
Highly organized, with attention to detail and a dedication to resolving issues.
Calm and effective under pressure. Able to remain professional in high stress situations.
Able to plan, execute and manage high volumes of work.
Embraces change.
Fluent in Korean and English is essential.
Technical aptitude and understanding of the technical service industry preferred.
Able to interact with all levels of internal and external customers.
Adept at crafting concise and effective communications.
Ability to plan, execute and manage high volumes of work.
Flexible attitude in accepting unique and non-standard solutions.
Must be able to travel both domestically and internationally.
해당 포지션에 지원 의사가 있으신 분은 hyun.s@worldlink-kr.com으로 영문이력서(반드시 MS word로 작성)를 보내 주시기 바랍니다.
서 현배 / Hyunbai Seo
지사장, 한국지사 / Head of Korea Branch
\ / / O R L D L I N K
Inspired Intellect
서울특별시 // 서초구 강남대로37길 24-10 // 무영빌딩(J&H빌딩) 5층
M +82.10.4409.5889
