Customer Success Manager (Banking)

Company Overview

OPUS IT Services Pte Ltd is a leading IT services and solutions company in Singapore, specializing in Enterprise IT Support Outsourcing & Resourcing, Customer Support Centre Outsourcing, and Enterprise Integration Solutions.

Job Summary

The Customer Success Manager (CSM) is responsible for managing relationships with banking clients to ensure they achieve maximum value from the products and services. The CSM serves as the primary post-sales contact, driving customer satisfaction, product adoption, retention, and business growth.

Responsibilities

• Build and maintain strong relationships with banking clients and key stakeholders to foster trust and collaboration
• Lead customer onboarding processes to ensure smooth transitions to business-as-usual operations
• Drive product adoption by providing guidance on best practices and usage to maximize client value
• Conduct regular customer meetings and business reviews to assess satisfaction and identify improvement areas
• Monitor customer health metrics, identify risks early, and proactively resolve issues to maintain account stability
• Coordinate with internal teams to address and resolve customer concerns and escalations efficiently
• Support contract renewals by managing timelines and identifying upselling or cross-selling opportunities
• Gather and analyze customer feedback to collaborate with Product and Support teams on enhancing the customer experience
• Ensure service delivery consistently meets agreed service levels and customer expectations

Preferred competencies and qualifications

• Experience working with enterprise or banking clients to understand their unique needs and challenges
• Strong communication skills to clearly convey information and build rapport with diverse stakeholders
• Relationship management skills to nurture long-term client partnerships
• Problem-solving skills to identify issues and implement effective solutions
• Ability to manage multiple customer accounts simultaneously and collaborate effectively across teams