Our client, a global data center operator is looking to hire a CSM in Johore.
The Customer Success Manager (CSM) is responsible for onboarding, retaining, and growing our customer relationships. A key component of this role involves managing, reviewing, and upholding Service Level Agreements (SLAs) to ensure contractual commitments are met and customer satisfaction is maintained.
Key Responsibilities
Customer Relationship Management
- Act as primary liaison between the customer and internal teams (Support, Product, Sales, Engineering)
- Develop and execute success plans for each customer, aligning their business objectives with our solutions
- Conduct regular business reviews (QBRs/EBRs) to track progress, demonstrate value, and identify growth opportunities
- Proactively monitor customer health and implement risk mitigation strategies for at-risk accounts
SLA Agreement Management & Review
- SLA Monitoring & Compliance: Track and report on SLA performance metrics across assigned accounts
- Contractual Review: Regularly review customer contracts and SLAs to ensure understanding of commitments
- Performance Reporting: Create and present SLA performance dashboards to customers and internal stakeholders
- Remediation Management: Coordinate internal teams to address SLA breaches and implement corrective actions
- SLA Negotiation Support: Collaborate with Sales and Legal teams during renewal/expansion discussions regarding SLA terms
- Process Improvement: Identify trends in SLA performance and recommend process enhancements
