Description
Builds and maintains positive working relationships with an assigned group of customers, ensuring efficient contract processing, invoicing, payment processing and service delivery. Coordinates response to installation-related issue evaluation and resolution. Monitors Customer Success Management by analyzing sales and performance data. Engages with customers, in person or remotely, and represents the company in retention situations. Coordinates appropriate and effective engagement between customers and company service providers and ensures ongoing and high levels of customer satisfaction.
Responsibilities
Responsible for customer success management in medium-sized business markets. May support more senior Customer Success Management specialists with management of large customer accounts. Develops customer relationships as a trusted advisor, providing business and product expertise and exceptional customer support. Informs customers of various DN products, features and optimizations. Solicits customer feedback and works internally with product, sales and marketing to ensure understanding of customer needs and priorities. Identifies areas for improvement with internal teams to ensure customers have access to required product experts and resources. Proactively meets with customers to review DN's actual versus anticipated service levels. Addresses issues and ensures go-forward compliance with agreed-upon standards and expectations. Develops ongoing business relationships with key customer technical and managerial stakeholders. Impacts overall team effectiveness. May provide informal support to less experienced team members.
Qualifications
• 5 years of working experience including 2+ years in Customer Success Management roles.
• Strong customer relationship management and stakeholder engagement skills.
• Excellent communication skills in English. Mandarin is a plus to effectively communicate with Mandarin-speaking clients.
• Proven ability to work cross-functionally to resolve issues and deliver successful customer outcomes.
• Exposure to technology, software, hardware, or managed services environments.
Employer questions
- Which of the following statements best describes your right to work in Singapore?
- How many years' experience do you have as a Customer Success Manager?
Company profile
Diebold Nixdorf is a world leader in enabling connected commerce for millions of consumers each day across the financial and retail industries. Its software-defined solutions bridge the physical and digital worlds of cash and consumer transactions conveniently, securely and efficiently. As an innovation partner for nearly all of the world’s top 100 financial institutions and a majority of the top 25 global retailers, Diebold Nixdorf delivers unparalleled services and technology that are essential to evolve in an ‘always on’ and changing consumer landscape.
Diebold Nixdorf has a presence in more than 130 countries with approximately 25,000 employees worldwide. The organization maintains corporate offices in North Canton, Ohio, USA and Paderborn, Germany. Visit www.DieboldNixdorf.com for more information.
Company information
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