TP - DCS - Customer Success

CBRE is looking for a Customer Success Officer for a sizable colocation data center client. The job holder will provide post-sales support and build positive relationships with colo's clients, and drives collaboration with client and internal cross functional teams to provide reliable service. He / she will provide best in class support through the evaluation of customer loyalty and oversight of regional customers.

Responsibilities:

• Provide high quality customer operations to corporate premium accounts in data center business
• Build and improve relationship of trust and integrity with designated customers.
• Perform post-sales service delivery and management.
• Handle billing enquiry and adjustment.
• Incident management, escalation to relevant parties to solve the problem for the customers.
• Communicate to stakeholders all relevant information such as progress to SLAs, improvement areas etc.
• Championing and owning customer retention and partnering with sales on upsells.
• Manage and maintain client relationship, ensuring that all assigned client accounts are obtaining value, and ultimately be responsible for overall client satisfaction
• Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
• Advocating for customer needs and educate them on adopting new features

Requirements:

• Minimum 2 years experiences in customer service management with mechanical and electrical technical knowledge
• University degree and above
• Experience in client servicing and account management
• Highly organized, with attention to detail and a dedication to resolving issues.
• Experience in change / incident management
• Knowledge of datacenter products and services is an advantage (MEP / ICT)
• A good team player with self-motivation and good interpersonal skills for cross-functional team collaboration
• Good command of spoken and written Chinese and English, and proficient in Mandarin