job description
Join Singapore Telecommunications (Singtel), a global leader in data centre services and telecommunications, as our Customer Success Manager (Engineering Account) based in Bali, Indonesia. In this pivotal role, you will serve as the primary interface between our cutting-edge data centre operations and our valued engineering clients, ensuring seamless service delivery, technical excellence, and long-term customer satisfaction.
As the bridge between Singtel’s world-class infrastructure and our clients’ mission-critical needs, you will play a key role in driving customer retention, upselling opportunities, and operational efficiency. This is a unique opportunity to work with high-profile engineering accounts, collaborate with cross-functional teams, and contribute to the growth of Singtel’s data centre services in the Asia-Pacific region.
If you are a proactive problem-solver with a passion for technology and customer success, this role offers a dynamic environment where your expertise will directly impact client relationships and business outcomes. Enjoy the flexibility of remote work in Bali’s vibrant tech hubs (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung) while being part of a globally recognized organization.
Apply now and take the next step in your career with Singtel!
Responsibility
- Serve as the primary point of contact for assigned engineering accounts, ensuring timely and effective communication between clients and Singtel’s data centre operations team.
- Proactively monitor client satisfaction, address concerns, and resolve technical or service-related issues to maintain high retention rates.
- Collaborate with sales, engineering, and support teams to identify upsell and cross-sell opportunities for data centre services, including colocation, cloud solutions, and managed services.
- Develop and maintain strong relationships with key stakeholders, including IT managers, engineers, and C-level executives, to understand their evolving business needs.
- Conduct regular business reviews with clients to assess service performance, gather feedback, and present actionable insights for continuous improvement.
- Work closely with internal teams to ensure SLAs (Service Level Agreements) are met and exceeded, driving operational excellence and customer trust.
- Stay updated on industry trends, competitor offerings, and emerging technologies to provide strategic recommendations to clients and internal teams.
- Document client interactions, service requests, and resolutions in CRM systems to ensure transparency and accountability.
Qualifications
- Bachelor’s degree in Computer Science, Engineering, Business, or a related field (or equivalent experience).
- Minimum 5 years of experience in customer success, account management, or technical sales, preferably in data centre, cloud, or IT infrastructure services.
- Proven track record of managing engineering or technical accounts, with a focus on customer retention and revenue growth.
- Strong understanding of data centre operations, cloud computing, networking, or IT infrastructure (certifications like CCNA, AWS, or ITIL are a plus).
- Exceptional communication and presentation skills, with the ability to articulate technical concepts to both technical and non-technical audiences.
- Experience using CRM tools (e.g., Salesforce, HubSpot) and Microsoft Office Suite (Excel, PowerPoint).
- Self-motivated, detail-oriented, and able to work independently in a remote or hybrid environment.
- Fluency in English; additional languages (e.g., Bahasa Indonesia) are an advantage.