Customer Success Manager

Responsibilities and Tasks

• Support onboarding and integration of new team members

• Manage and distribute team workload and provide inputs for succession planning

• Mentor, coach, empower team members and promote teamwork

• Identify learning and development opportunities

• Ensure team members are properly trained according to department compliance, work requirements

• Support team to remove barriers, resolve conflict, and drive for accountability

• Establish goals, monitor performance achievement and discuss job expectations through performance reviews

• Collect, review and provide positive and constructive feedback for continuous development

• Provide and promote recognition through various tools

• Create a culture of collective problem-solving attitude, keen on optimizing customer touchpoint processes, driving efficiency through AI-powered insights working with our internal partners

• Be the point of contact for operational issues. Practice awareness and involvement at all times.

• Initiate, build and sustain effective relationships and communication with internal and external stakeholders

• Collaborate with peers across regions to develop and implement solutions that ensure all teams are aligned and working cohesively on a global scale.

• Communicate, drive and deliver actions, expectations and measures of success to help achieve objectives

• Influence and participate in development of Regional Sales Operations strategies, line up with global/regional segment initiatives.

• Identify, participate, and drive system and process improvements

• Be accountable for performance metrics through identifying gaps, root causes and action plans. Communicate timelines to resolve issues

• Maintain knowledge of and apply company and local safety, labour, and ethics policies

• Communicate requirements to applicable team members and external partners

• Oversee execution of mandatory training for direct reports

• Identify and resolve and/or report potential safety, security, and labour issues

• Ensure team adherence to SOX compliance and support audits

• Foster Well-being with consistent endeavour for CX&O efficiency gain from continuous streamlined/improved process.

Minimum Qualifications:

• Bachelor's degree on biz with proven experience on customer success/operation management role

• 5+ years of experience in customer success or operations management, facing external customers

• Strong analytical and problem-solving skillswith strong biz and supply chain acumen

• Business Level English and Native Level Proficiency in one of the following Language (Mandarin, Korean, Japanese or Vietnamese). Mandarin is the most preferred

• Excellent interpersonal and communication skills

• Demonstrated ability to lead high-performing teams

Preferred Qualifications:

• Master's degree in business administration or related field or equivalent experience

• Experience with supply chain management

• Proven track record of implementing successful customer success strategies

• Familiarity with CRM software and data analysis tools

• Experience with Project Management