Customer Experience Manager

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Take charge of the overall customer experience and satisfaction for OPSWAT clients in Singapore.

• Foster relationships with key customer stakeholders and act as a reliable technical advisor.

• Ensure smooth customer onboarding, deployment, configuration, and adoption of the OPSWAT Platform.

• Monitor customer adoption, identify deficiencies, and drive improvements in platform utilization.

• Conduct routine customer reviews and engage in technical and business discussions.

• Lead and manage the local customer support team based in Singapore.

• Oversee case management, prioritization, SLA compliance, customer communication, and 24×7 coverage as necessary.

• Provide coaching and mentorship to support engineers.

• Track team performance, customer satisfaction, escalations, and operational KPIs.

• Handle critical and high-priority customer escalations and ensure timely resolutions.

• Coordinate efforts among customers, Support, Product, Engineering, and internal teams.

• Identify recurring problems and eliminate their root causes.

• Gather customer feedback, feature requests, and identify product gaps.

• Advocate for the customer’s voice within OPSWAT and pinpoint expansion opportunities.

• Troubleshoot complex customer issues and critical incidents.

• Lead technical triage, conduct root-cause analysis, and implement corrective and preventive actions.

• Oversee customer-facing technical support and Professional Services activities.

• Align priorities and resources with global Support and Professional Services leaders in a matrixed organization.

• Collaborate with Sales, Account Management, Product Management, Engineering, Professional Services, and global Customer Experience teams.

• Establish a local customer experience organization, enhance onboarding and adoption processes, and create an effective escalation management framework.

⛳️ Requirements

• A minimum of 8 years of experience in Customer Success, Customer Experience, Technical Account Management, Support, Professional Services, or a related customer-facing technical role.

• Proven experience managing or leading a technical support or customer-facing team.

• Deep understanding of enterprise IT and cybersecurity environments.

• Experience working with enterprise customers and managing complex technical escalations.

• Excellent communication, presentation, and stakeholder management abilities.

• Capability to work effectively across Sales, Support, Product, Engineering, and Professional Services teams.

• Strong problem-solving and analytical skills.

• Customer-first mindset with a high level of ownership and accountability.

• Proficient in business-level English communication skills.

• Strong hands-on technical troubleshooting skills for complex enterprise and cybersecurity issues.

• Ability to lead technical triage, root-cause analysis, and resolution coordination during critical customer incidents.

• Capacity to coach engineers through practical technical problem-solving while maintaining accountability for customer outcomes.

🏝️ Benefits

• Equal employment opportunities and a workplace free from discrimination and harassment.

• Commitment to diversity and inclusion.