Job Description

Who We Are Princeton Digital Group (PDG) is a leading developer and operator of Internet infrastructure. Headquartered in Singapore with presence and operations in China, Singapore, India, Indonesia, Malaysia, and Japan, its portfolio of data centers powers the expansion of hyperscalers and enterprises in the fastest-growing digital economies across Asia. With 21 data centers in 15 cities across 6 countries and counting, we help hyperscalers and enterprises unleash their growth potential. Our strategic model and a portfolio of exceptional capacity and pipeline equates to unlimited opportunities in Asia\'s high-growth markets. PDG is backed by blue-chip investors - Warburg Pincus , a leading global private equity firm with a successful history of creating world-class technology, media, and telecommunications (TMT) and real estate platforms, Ontario Teachers\' Pension Plan (OTPP), Canada\'s largest single profession pension plan with $204.7 billion in net assets and Mubadala Investment Company , a sovereign investor that manages a diverse global portfolio for the Government of Abu Dhabi. Build your career with PDG, where we offer an unparalleled platform with exciting career growth opportunities across countries and functions. PDG upholds the highest level of governance and is committed to provide a safe and healthy work environment for all our employees. At PDG, diversity and inclusion are valued, and every individual\'s opinion matters. We promote an open and collaborative culture and encourage everyone to take ownership in building a great company together. For more information, visit www.princetondg.com or follow us on LinkedIn. As the Customer Success Manager, you will be the main point of contact between the client and the internal stakeholders. You will constantly adopt a win-win mindset for both the client and PDG and strive for the best client experience. You will be reporting to the Managing Director, Singapore and work cross-functionally, coordinating between departments for a unified response and to deliver to the clients\' expectations. Job Responsibilities Responsible for the end-to-end client management Advocator for customers when working with internal stakeholders Recognize value-added customer service opportunities and proactively pursue these opportunities through the appropriate channels Explain to customers on PDG\'s setup, business processes, products and services so they understand our plans, offerings, and capabilities Guide new customers through the onboarding process, ensuring a smooth and successful transition. Ensures high-quality service delivery and customer satisfaction through proactive service management such as conduct regular business reviews and surveys Manage customer\'s requests, issues and escalations and ensure requests/ issues are resolved timely and provide prompt responses Work cross-functionally, coordinating between departments to deliver to clients\' expectations Ensure Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs) required by customers are attained by the Company Coordinate responses and internal support to customer-related audit requests Develop and present internal and customer reporting packages; ensure reporting and communications is frequent and bi-directional Identify opportunities for account growth and collaborate with sales teams to expand customer usage and revenue. Qualities You Should Have Bachelor\'s Degree Minimum 5-8 years of experience in customer success/ customer support/ project management, or data center / IT service delivery Strong command English and Melayu or Mandarin, both written and spoken Attention to detail and strong administrative capabilities Excellent customer facing skills and a desire to drive high customer satisfaction Process oriented with the ability to effectively multi-task in a very fast paced environment Comprehend equipment specifications, contract terms and conditions and statements of work In submitting this application for employment to PDG, you hereby acknowledge that you consent to the collection, use and/or disclosure (to relevant third parties) of your personal data by us for the purposes of evaluating this application [and for other potential vacancies in the future], you may inform us of any decision to withdraw such consent in the future by contacting [HIDDEN TEXT]. Pls do not send your application to this email address.

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