Customer Success Manager [Vietnam]

 

1. Main mission

Lead and maintain the ongoing customer relationship during execution of recurring services on a defined portfolio of contracts, during the lifecycle of the contracts, from Order Entry up to Renewal process:

• Ensure proper handover from Sales to Execution and proper booking in our systems ; align with Sales on customers expectations and kick-off contract execution with the customer.

• Ensure that our internal commitments are delivered / executed with excellence and profitably.

• Maintain constant interactions with customers on contract performance and improving customer experience ; ensure that support requests and complaints are handled in a timely manner

• Partner with Sales to explore opportunities to expand existing contract and leverage other services and contribute to maximize Renewal Rate.

2. Activities and areas of responsibility

qEngage with Sales during ‘negotiate to win’ stage of the opportunity to prepare smooth order booking : ex. check credit limits, parts availability, etc.

qServe as point of accountability for contract execution, once contract is won, for assigned customers.

qConnect with Sales to ensure a proper handover to Execution: clear understanding of the customers expectations, including coverage and SLA, etc.

qSupport the Service Order Manager (contract booking in ERP and finalization in BFS), and the planners, to enable proper execution of the contract in our tools

qEnsure in particular that the entitled Installed Base is 100% attached to contract, at contract start or renewal, and during contract lifecycle

qKick-off with customer: ensure desired business outcome will be met, review Service Plan and schedule activities. Ensure business outcomes and highest satisfaction are met all along contract lifecycle with regular reviews.

qEnsure economical performance of their contract portfolio (profitability). Take the right actions to reach performance objective (ex. repair under contract reduction, influence cost to serve optimization, uplifts, etc.)

qKeep informed on the opportunities generated out of FSR leads tied to their contract portfolio. In case of named FSR’s for the contract, keep close feedback loop with the FSR’s.

qBe the primary point of contact for FSR’s in case of change order (customer asking for task out of the Scope of Work while FSR is on site). Follow the volume of change orders requested by customer

qMaintain a close relationship with customers to influence adoption and explore with sales new opportunities to expand existing contract and leverage other services.

qManage the portfolio of upcoming renewals. Partner with Sales to maximize renewal rate on their contract portfolio (joint responsibility on Renewal Rate achievement) ; prepare the quote, or partner with Tendering team (e.g. complex quote, change of scope, T&C’s, etc.) for Sales to expose to customer

Systematic analysis of non-renewal causes (together with Sales) during Customer meeting (e.g. “exit” form)

3. Main interactions

• Sales closes the deal (‘capture rate’) then handovers to Service Plan Manager for execution

• Order management: proper contract entry in our systems (ERP, BFS)

• Execution (FSR’s and Planners) during contract execution phase, including change order and validation of FSR opportunity notifications (leads)

• Tendering and Sales supports in the renewal depending on customer needs and complexity

• Commercial Category manager and LOB recurring offer manager to enrich their knowledge on recurring offer and feedback on success or non-renewal

4. Key Success Factors

• In-depth knowledge of the customer

• Effective expertise in the service being sold (Advantage Service Plan)

• Successful collaboration with both Sales and Field Execution

5. Performance measurement (KPI’S)

• Renewal Rate

• Customer health score / Net Promoter Score (NPS)

• Contract profitability

• Contract value increase / Upsell

Qualifications

Education and skills

• Bachelor of Science or Engineering degree preferred

• Knowledge of the large and critical electro-intensive industry and a proven track record of generating or leading related opportunities

• Proficient computer experience in Microsoft Office Products, ERP’s, Salesforce

• High commitment to the company’s vision and values.

• Excellent analytical skills and attention to detail.

• Excellent communication skills both verbal and written.

• Effective working in team environment.

• Customer oriented, Nurturing, Farmer Characteristics

• Dynamic & entrepreneur

Bringing forward proposal

Primary Location: VN-Ho Chi Minh City

Schedule: Full-time

Unposting Date: Ongoing