Customer Success Manager - Arkadin

1 poste
Réf. 9727344 - Publié le 8 juin 2019
Singapour, Singapore
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Type de contrat


Domaine d'activité

Commerce ( Commercial, vente)


Job Description

The Customer Success Manager (CSM) is responsible for owning and providing a world class customer journey to our Premium accounts to ensure customer satisfaction and retention. The CSM will develop relationships with customer stakeholders and also be responsible for leading post-sales efforts including customer on-boarding, driving user adoption, owning customer renewals, and developing up-sell opportunities.
Own overall relationship with assigned clients, which include :
* On-Boarding : Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
* Adoption : Manage and increase revenue within existing customers through expanding usage and knowledge of Arkadin services
* Customer Satisfaction : Drive Customer Satisfaction surveys (CSAT), interviews or meetings to determine customer loyalty and implement Service improvement plans as appropriate
* Up-sell : Work to identify and/or develop up-sell opportunities
* Renewal : Negotiate commercial terms within set guidelines
* Exit : Manage contract and user decommissioning in a professional and fair mode in order to allow future win back
* Proactively act on problems and Manage Service Improvement Plans if required
* Identify, qualify and influence new projects around Unified Collaboration/Communication within territory
* Position Arkadin as a Unified Collaboration Service provider by having a full understanding of consultative solution selling


* Degree or Diploma holder with minimum 3 years of relevant experience
* Previous experience in post-sales account management (analytics, optimization/conversion and/or search)
* Thorough knowledge of all aspects of hosted services market is desirable
* Proven experience implementing customer retention initiatives, achieving high retention rates and customer satisfaction
* Excellent presentation, written and oral communication skills
* Very structured working methodology, ability to deal with several different activities
* Good knowledge of CISCO and Microsoft UC solutions will be an advantage
Interested candidates, please submit your updated resume stating current and expected salary, together with a recent photograph.


Boost your career with Arkadin, a fast growing global provider of cloud communications services and part of NTT Communications, one of the world’s largest telecommunications companies. You will play a vital role in a business whose solutions enable a more digitally connected workplace and contribute to a greener planet. With 56 operations centers in 33 countries, your talent will find a place to grow rapidly. Join a company whose people are #ContagiouslyEnthusiastic!