Customer Success Specialist

Responsibilities


* Drive End-to-End Customer Onboarding: Manage assigned customer portfolios through structured onboarding journeys, validating service entitlements, contracts, Installed Base details, and digital prerequisites to ensure seamless kickoffs.


* Lead Digital Activation & Adoption: Own Digital Work Orders from validation to closure.

Guide customers through gateway installations, network prerequisites, and connectivity setup for EcoCare and connected service solutions.


* Translate Technical Data into Value: Review connected-service reports, site analyses, and system alerts to translate technical findings into actionable, value-based recommendations for customers and business stakeholders.


* Proactive Engagement & Retention: Act as the main customer touchpoint across their lifecycle, proactively tracking health metrics, managing service risks, resolving blockers, and ensuring renewal readiness.


* Identify Expansion & Opportunity Pipelines: Leverage asset insights, service usage, and customer interactions to spot qualified opportunities for upsells, cross-sells, modernizations, and spare parts, partnering with commercial teams to drive growth.


* Cross-Functional Collaboration: Partner with Remote Support, Services Operations, Service Order Management, Sales, and Tendering teams to deliver exceptional customer outcomes and maintain CRM/system data accuracy.

Qualifications


* Education: Bachelor's degree in Engineering, Business, Technology, or a related field (Engineering preferred).


* Domain Experience: Background in Sales, Field Sales, Technical Customer Support, or Customer Success handling customer-facing resolution and stakeholder management.


* Technical Familiarity: Demonstrated exposure to connected services, asset monitoring, recurring service contracts, or industrial/electrical solutions (e.g., EcoCare, Secure/Non-Power environments).


* Communication: Exceptional verbal and written communication skills with the ability to explain complex, technical information to non-technical stakeholders in clear, value-oriented language.


* Work Arrangement: Ability to work a Singapore-aligned Dayshift schedule (9 AM - 6 PM) under a hybrid RTO arrangement (3 days on-site).

Nice-to-Haves / Advantages


* Direct experience navigating Salesforce CRM, service-management ticketing platforms, and advanced MS Excel workflows.


* Prior experience handling Singapore or APAC regional customer accounts.


* Knowledge of gateway installation workflows, network prerequisites, and IoT asset connectivity onboarding.

Rewards designed for you

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The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive ...