Senior Manager, Customer Success

Want to be a part of

Asia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company?

AirTrunk is a

hyperscale data centre company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We do this by continuously redefining and delivering the digital infrastructure that meet the needs of our customers - the world’s most transformational companies. And we’re doing so sustainably, for today and tomorrow.

Having opened Australia’s first and largest hyperscale data centres in 2017, we set our eyes on rapid expansion and now operate a platform of hyperscale data centres across the APME region. With backing from our investors, including Blackstone, this is just the beginning…

Come join the A-Team at AirTrunk, where the cloud meets the ground.

A Snapshot

As

a

Senior Customer Success Manager

based in

Singapore

,

you will be part of

AirTrunk’s

centralised customer engagement function, reporting directly to the

Senior

Director

of Customer Success

.

You

should enjoy working in a

fast paced

environment, with

high level

of

flexibility

and be able to navigate change with ease.

You will

work closely with various teams and leadership across

the Asia Pacific region

, making your mark in a number of ways:

Supp

ort

front end customers engagement with

key

global cloud service provider

s

,

providing dedicated

leadership

• covering broad areas such as commercial,
• legal,

and technical

aspects

of our infrastructure

solutions to support our customers rapid growth

.

Lead

multi-

billion dollar

complex deals from proposal development to contract execution, including managing strategic escalations post-execution, across various APAC markets in alignment with the strategy set by the Director

of Customer Success

.

Take ownership of

internal collaboration across all functions

in the company

to

deliver gold standard

experience for our customers across the

front-end

engagement through to contract execution

.

Your Day to Day

Strategy Implementation

:

Working with the Director, develop and implement customer success strategies that align with company objectives and enhance the overall customer experience.

Develop and own high quality complex proposals with very fast due date and minimum guidance.

Customer Engagement

:

Build solid relationships with key customers to gain understanding of their demand and lead the development of infrastructure solutions to expand AirTrunk market share across various APAC regions in partnership with cross-functional internal teams.

Develop and utilise a deep understanding of commercial constructs & funding requirements for customer deals (e.g. be able to suggest appropriate commercial construct for solutions, project cost and funding tailored to specific customers and sites).

Converse with both customers and internal cross-functions on key technical items affecting the final solutions (e.g. temperature, power, MW capacity, connectivity, renewable, etc.).

Communicate outcome of meetings clearly and draft concise emails to senior customers with clear articulations of issues/topic summaries from calls or contract discussions, with resolution options, next steps and so forth.

Complete regular customer governance updates

Ability to manage customer business reviews and proactively drive improvement actions

Act as first contact for customer escalation and coordinate the resolution with the internal teams to safeguard trust and long-term relationships.

Cross-Functional Collaboration

Collaborate with various internal teams to ensure a seamless customer journey during front-end engagement and address customer needs proactively.

Requirements

More than 7 years of working experience across customer success, account management, or related roles, with a minimum of 3 years in a position of mid-seniority.

Comfortable working in a fast-paced, dynamic and flexible environment.

Excel at complex proposal development for cloud infrastructure solutions (through proficiency in Microsoft PowerPoint and Excel).