Total 474 process improvement manager job vacancies in Customer Service category in The Philippines

The Customer Sentiment Program Manager plays a critical role in elevating HP’s Office Printing customer experience by serving as the architect of customer feedback insights. This role leads the end-to-end assessment, analysis, and interpretation of customer sentiment across multiple sources—including NPS (Net Promoter Score), star ratings, and web-based product reviews—to derive actionable recommendations that directly influence product quality, user experience, and roadmap decisions.

This role partners closely with stakeholders and internal/external partners to deliver data‑driven insights that improve customer satisfaction, drive sentiment-led product improvements, and strengthen long‑term loyalty. The ideal candidate combines analytical rigor, customer empathy, and program management excellence.
 

Responsibilities

• Own and lead the NPS program for Office Print products, including data collection, score validation, trend analysis, and identification of improvement opportunities.

• Analyze customer sentiment from star ratings, written reviews, surveys, call logs, return reasons, and digital telemetry to uncover root causes of dissatisfaction and emerging customer needs.

• Build a unified sentiment analytics framework that integrates inputs from internal and external data sources.

• Provide deep‑dive insights to help engineering and product teams address quality, usability, and experience gaps.

• Partner with R&D and Quality teams to ensure customer sentiment insights are embedded into product decisions, FW/SW enhancement plans, and lifecycle activities.

• Conduct holistic customer experience evaluations across the purchase, setup, usage, and support journey for Office Printing products.

• Develop dashboards, reports, and structured narratives that translate complex sentiment data into actionable executive‑level recommendations.

• Track and measure the effectiveness of implemented improvements, closing the loop by validating impact on NPS and star ratings.

• Collaborate cross‑functionally with Marketing, CS, and Support to design experience‑improvement programs based on sentiment drivers.

• Maintain documentation, insights repositories, and analysis models.

• Stay updated on sentiment analytics methodologies, tools, and industry benchmarks.

Education & Experience Recommended

• Four‑year or Graduate degree in Business, Data Science, Statistics, Engineering, Marketing, or related fields; or commensurate work experience.

• Typically 4–7 years of experience in customer experience, product analytics, sentiment analysis, VOC programs, quality insights, or related fields.

• Experience working with structured and unstructured customer feedback data (NPS, CSAT, reviews, forums).

• Experience influencing product teams through data insights preferred.

Preferred Certifications

• CX, VOC, or analytics‑related certification (e.g., NPS certification, Data Analytics Certification).

• Programming or analytics tool certifications (SQL, Python, Power BI, Databricks, Qualtrics) preferred.

Knowledge & Skills

• Strong analytical capabilities and experience with customer sentiment analytics.

• Ability to interpret unstructured feedback and derive meaningful insights.

• Knowledge of statistical analysis, text analytics, or basic NLP preferred.

• Proficiency in analytics/visualization tools (Power BI, Looker, Tableau).

• Familiarity with Office Print product ecosystem is a plus.

• Strong communication and stakeholder‑management skills.

Cross‑Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Impact & Scope

• Impacts product and customer experience strategies by serving as the central owner of sentiment‑driven insights.

• Acts as a key partner to engineering and product teams, influencing roadmap decisions and quality improvements.

Complexity

• Works independently on complex and ambiguous analytic problems.

• Provides thought leadership on sentiment methodologies and insight generation.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

ABOUT POWER FACTORS

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world’s renewable energy data.*  

Power Factors’ Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company’s suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.  

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.  

* Outside China and India 

ABOUT THE ROLE

At Power Factors, our CSMs are core to the customer experience.  We seek highly experienced industry experts who thrive off of creating value through strong and enduring customer relationships.  The CSM role is for someone who is the unique combination of technical and commercial, and thrives where deep knowledge is required for customer success.

The CSM should have a strong technical background, with an orientation in technical asset management within industrial sectors – energy sectors are preferred but not exclusionary.  The CSM should have experience in customer-facing roles, whether that be sales, commercial relationship management or strategic programs.

The role of the CSM is focused on value creation for the customer and measured by retention and expansion.  The CSM is also the trusted advisor of the customer, which means the CSM sits at the cross-functional nexus for customer advocacy internally.

We seek highly motivated, individual contributors who thrive on customer interaction.  This person has a love of big, meaty accounts where you become the main connection to our company.  This individual thrives on accountability and on being rewarded for performance.

Key Responsibilities:

• Account Management:
  Build and maintain strong, long-lasting relationships with customers, acting as their main point of contact throughout their journey with us.
• Strategic Advisor:  Value creator for the customer, the one who knows utilization, usage and needs of the customer inside and out – and helps direct the customer on how Power Factors can meet them.
• Customer Onboarding:
  Lead the customer through successful project commissioning, following up on post-commissioning to-dos and ongoing optimization of system usage.
• Product Adoption:
  Proactively guide customers to ensure they are fully utilizing the product’s features and capabilities to achieve their business goals.
• Upselling, Renewals and Novations Support:  Ensure a successful novation from EPC to ultimate owner of the plant. Collaborate with the sales team to identify upsell and cross-sell opportunities, driving account growth and ensuring customer retention.
• Customer Feedback:
  Gather and communicate customer feedback to product and development teams, contributing to the continuous improvement of our software solutions.
• Data-Driven Insights:
  Utilize customer data and metrics to identify opportunities for improvement and drive customer success outcomes.
• Problem Resolution:
  Address and resolve major customer issues or concerns promptly, providing troubleshooting and escalating issues when necessary.
• Training & Education:
   Organize regular training sessions, webinars, and documentation to ensure customers stay informed and up to date with product features and best practices.
• Collaboration:
  Work closely with internal teams such as Sales, Marketing, and Product to ensure alignment and optimize the customer experience.

Qualifications:

• Technical Expertise:   Deep expertise in SCADA and EMS technologies, both software and hardware, and how the technology is deployed at sites.  Previous experience working as a SCADA project manager across multiple sites highly desired.  Proven experience of managing, installing, maintaining and troubleshooting SCADA networks, hardware and software – allowing CSM to relate to customer experience.
• Commercial Orientation:  Demonstrated experience in selling or servicing large, complex customers.
• Strategic Mindset:  Having a natural knack for rolling up concepts to guide customers through complex discussions and come out with key takeaways
• Strong Communication Skills:
  Excellent written and verbal communication skills with the ability to communicate complex technical concepts in a clear and concise manner.
• Problem-Solving:
  Ability to identify and resolve customer issues, with a proactive approach to addressing challenges.
• Customer-Centric Mindset:
  Passion for delivering outstanding customer experiences and fostering positive relationships.
• Analytical Skills:
  Ability to analyze customer data and draw actionable insights to improve customer outcomes.
• Team Player:
  Ability to work collaboratively with internal teams and foster a positive work environment.

LIFE @ POWER FACTORS 

We are an agile software development company – big enough to make an impact, but small enough to move quickly and execute in a growing industry, taking advantage of rapidly evolving technologies. We are a collective of bold and ingenious talents driven by results. Our team is made up of hard-working, fun-loving people who are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan. 

WHY JOIN US

By joining the Power Factors team, you’ll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Responsibilities

• Lead end-to-end service delivery across HPC operations including compute, storage, network, data lake, and related platforms
• Govern ITSM processes across Incident, Problem, Change, Release, and Access Management to ensure SLA and compliance adherence
• Act as the main escalation point for service performance, operational risks, and critical incidents
• Manage stakeholder communication, including service reviews, incident updates, and alignment with business objectives
• Drive service performance through KPI tracking, reporting, and continuous improvement initiatives
• Oversee audit readiness, ensuring proper documentation, evidence tracking, and compliance with operational standards
• Coordinate cross-functional teams and vendors to ensure effective service delivery and issue resolution
• Lead and guide technical teams, ensuring accountability, performance, and adherence to service standards

Requirements

• Degree in Computer Science, Information Systems, or related discipline with ITIL certification
• At least 5 years of experience in service delivery, ITSM, or managed services environments
• Strong understanding of HPC or mission-critical infrastructure environments preferred
• Proven ability to manage stakeholders, drive service performance, and operate in high-pressure environments

Tyson Jay Management Pte Ltd | EA License No.: 24C2479

Ivan Lim | EA Personnel No.: R1109856

Job Responsibilities

• Lead and mentor a team of customer service executives to drive high performance and deliver exceptional service quality.
• Act as the primary point of escalation for managing intricate operational issues, addressing client concerns, and overseeing effective service recovery.
• Manage daily coordination of air and sea freight shipments
• Prepare quotations for air and sea import/export shipments
• Create and issue Debit Notes (DN) for import/export shipments and follow up with clients
• Review and verify shipping documents (e.g., BL, CIPL, Permit, COO, CNM)
• Evaluate project-based opportunities, prepare quotations, and manage operations
• Handle 3PL and warehouse inbound service quotations, operations, and Delivery Notes issuance
• Build and maintain strong relationships with Singapore clients and overseas partners
• Support business growth through effective client and partner engagement

Key Requirements

• Diploma/Degree in Supply Chain Management, Logistics, Business Administration, or a related field
• Experienced customer service professional in freight forwarding and supply chain, with 3–5 years leading teams to operational excellence.
• Proficient in English and Korean (spoken & written) to liaise with Korean clients and counterparts
• Experience in customer service, preferably in logistics or supply chain
• Strong communication and coordination skills
• Ability to work with cross-functional teams and international stakeholders

About Us
Abeam Consulting is a global professional services company that specializes in delivering business transformation and technology solutions to clients across a wide range of industries. With a global presence and over 7500 employees worldwide we aim to be the transformation partner of choice for all of our clients.

About the Team

The Enterprise Transformation (EX) team is the current SAP Partner of the Year for Singapore and also SAP’s Regional Strategic Partner. The EX team is continuously looking to build its capabilities and competencies in line with SAP’s regional strategy and in working with our clients both old and new on their transformation journey.

Job Title: SAP ERP Service Delivery Manager

Job Description: SAP ERP Service Delivery Manager is responsible for overseeing the delivery of SAP services to clients, ensuring high levels of customer satisfaction, and managing the performance of the service delivery team. This role involves coordinating with various stakeholders, managing budgets, and ensuring that service delivery processes are efficient and effective.

Pre-requisites requirement:

• Must have experience in managing SAP ERP AMS projects.
• Must be equipped with any SAP modules (with certifications) and deep knowledge in any modules, e.g. FICO, HCM, SD, MM, WM, PP, EWM, etc.
• Must have experience in supporting pre-sales. Able to engage and manage customer independently.
• Must have experience in S/4HANA support.
• Logical and structured thinking.
• Motivated to learn new technology.
• Cloud experience.

Responsibilities:

• Oversee the delivery of SAP services, ensuring they meet client requirements and are delivered on time and within budget.
• Act as the primary point of contact for clients, addressing any issues or concerns and ensuring a high level of customer satisfaction.
• Lead and manage a team of service delivery coordinators, process analysts, technical leaders, and engineers.
• Track and report on service delivery performance, using key performance indicators (KPIs) to identify areas for improvement.
• Identify and resolve any issues that may impact service delivery, working closely with technical teams to implement solutions.
• Manage the budget for service delivery, ensuring that all services are delivered cost-effectively.
• Implement best practices and continuous improvement initiatives to enhance service delivery processes.

Requirements:

• Must have more than 10 years of relevant experience in any SAP modules with 4 years as a Service Delivery Manager
• Strong background in any modules, e.g. FICO, HR, SD, MM, WM, PP, EWM, etc.
• Has experience in S/4HANA or cloud implementation
• Motivated to learn new technology
• Working in tight deadlines and short notice is very common
• Readiness to learn and deliver additional modules

Why Join Us
At Abeam Consulting, we place a strong emphasis on collaboration, and helping our employees grow and develop their skills, offering a supportive and empowering work environment. With a presence in multiple countries and a diverse range of clients, Abeam Consulting offers an exciting and dynamic workplace for individuals looking to build a career in consulting. Abeam Consulting has also recently joined SAP’s regional strategic partner initiative as their first regional partner in the region and has also been recognized by UiPath as a Diamond Partner in providing RPA solutions. With such accolades, we aim to continue driving enterprise and digital transformation initiatives in order to transform the way people work and communicate in the digital age. In addition, our industry team is working tirelessly in order to bring more solutions to the banking and finance sector.

Customer Service Manager

Location: Tuas (Company Transport / Transport Allowance ($800) if candidate drives to work)

Monday to Friday (8am to 5pm)

Basic: $4000 to $4200 + Handphone Reimbursement: Capped at $60 (Based on bill or receipt) + Sign-on Bonus (T&C apply)

Requirements

• Bachelor’s Degree in Business Administration, Management Studies, or a related field.
• At least 2 years in Customer Service Supervisory role.
  

Responsibilities:

Leadership of Customer Service Team

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee team members' capability in managing sales leads effectively.
• Ensure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures.
• Oversee daily operations of the customer service department, ensuring prompt
  resolution of customer inquiries, service issues, complaints, and escalations.
• Maintain an organized and efficient filing and database system for customer records and service documentation.
• Lead digital transformation efforts related to new systems or software.
• Manage major client accounts, including contract adherence, service reviews, annual survey and relationship building.

Achievement of Management Objectives

• Prepare and generate monthly performance and operational reports.
• Monitor adherence to standard operating procedures (SOPs) and recommend updates or improvements when necessary.
• Establish and monitor KPIs and service standards to drive customer satisfaction, retention, and operational performance
• Analyze customer feedback, service trends, and complaint data to identify root causes and lead service improvement initiatives.
• Implement customer service department manual, procedures, and training programs that promote consistency, efficiency, and a customer-first culture.
• Provide insights into customer trends, operational challenges, and improvement opportunities.

Collaboration with Business Development Team

• Collaborate cross-functionally with Business Development team to ensure service delivery aligns with customer expectations and regulatory requirements.
• Provide support in data analysis and insights related to customer satisfaction and sales performance.
• Consolidate and present monthly reports for key stakeholders, ensuring accurate and actionable information.

Cross-Departmental Coordination

• Liaise with key departments (Logistics, Operations, etc.) to resolve any issues that may impact customer satisfaction.
• Ensure smooth communication and effective collaboration between departments to meet customer needs and expectations.

Chin See Min Reg No. : R22107450

The Supreme HR Advisory Pte Ltd EA No. : 14C7279

Job Overview

We are looking for an experienced Service Delivery Manager to oversee the delivery of managed IT services for complex enterprise accounts. This role is accountable for service performance, financial governance, customer satisfaction, and continuous service improvement.

The successful candidate will act as the primary interface between customers and delivery teams, ensuring services are delivered in line with contractual commitments while driving operational efficiency and long-term account value.

Key Responsibilities

Service Delivery and Governance

• Take end-to-end ownership of service delivery for assigned accounts, ensuring SLA and KPI commitments are consistently met
• Plan, manage, review, and audit service operations to align with customer business requirements
• Standardize and operationalize IT Service Management processes in line with industry best practices
• Identify service risks early and implement mitigation strategies to maintain service stability

Financial and Commercial Management

• Manage service costs, budgets, and financial performance for assigned accounts
• Drive productivity improvements and cost optimization initiatives to improve service profitability
• Ensure compliance with contractual, governance, and regulatory requirements

Customer and Stakeholder Management

• Lead regular operational reviews and service performance meetings with customers, including senior stakeholders
• Act as the primary escalation point for service delivery issues
• Build trusted relationships with customer stakeholders across operational and executive levels

Continuous Improvement and Strategy

• Define and execute service improvement initiatives to enhance quality, efficiency, and customer satisfaction
• Work with internal teams to shape and deliver service roadmaps
• Proactively identify opportunities for service enhancement and innovation

Account Growth and Renewal Support

• Identify opportunities for account expansion, renewals, and value-added services
• Support or lead renewal discussions and new service initiatives using a consultative approach

Requirements

Experience

• Minimum 5 years of experience managing service delivery teams, including team leads and technical staff
• Proven background in IT service delivery or managed services environments
• Experience delivering services across one or more of the following areas:

1. Cloud platforms such as Azure and AWS
2. Enterprise networking environments
3. Server and storage infrastructure
4. IT security services

Service Management and Delivery Skills

• Strong knowledge of IT service delivery frameworks and operational best practices
• Hands-on experience operating within ITIL-based service management models
• ITIL Foundation certification is required

Professional and Leadership Skills

• Strong customer-facing and relationship management capability
• Experience in project delivery and cross-functional coordination
• Exposure to consultative selling or account growth initiatives is an advantage
• Excellent written and verbal communication skills
• Ability to work independently while managing multiple stakeholders and priorities

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability

We are seeking an experienced Service Delivery Manager to oversee the operation, maintenance, and continuous improvement of IT systems. This role ensures reliable, secure service delivery by managing teams, vendors, and SLAs while driving operational excellence.

Key Responsibilities

• Lead and manage a team of 5+ (L1/L2 support), fostering a high-performance culture
• Oversee daily IT operations, maintenance, and compliance with security standards
• Manage maintenance schedules, change requests, incidents, and service requests
• Track IT assets and maintain accurate documentation for audits and reporting
• Manage vendors and subcontractors, ensuring performance meets contractual obligations
• Monitor SLAs and implement service improvements
• Manage budgets and control operational costs
• Serve as the main point of contact for clients, ensuring timely issue resolution

Requirements

• Bachelor’s degree in Engineering, IT, or related field
• 3–4 years of experience in IT Operations & Maintenance
• Strong knowledge of IT service management and ITIL practices
• Proven leadership, problem-solving, and stakeholder management skills
• Excellent communication skills and ability to work under pressure
• Self-driven, proactive, and able to manage multiple priorities

Only shortlisted candidates will be notified.

Please email a copy of your detailed resume to bianca@talentsis.com.sg for immediate processing.

(EA Reg No: 20C0312)

We are seeking a dedicated Assistant Manager/ Senior Executive to join our Support Operations team at SingHealth Community Hospitals (SCH). 

Reporting to the Senior/ Assistant Director or Senior/ Manager in Support Operations, you will provide senior-level support in meeting the comprehensive support operations requirements of SCH and its affiliated Community Hospitals, including Sengkang Community Hospital (SKCH) and Outram Community Hospital (OCH). You are responsible for assisting the Assistant Directors and Managers in overseeing the services provided by the support operations units and ensuring the efficient and effective operation and maintenance support of the hospital. As the key contact on the ground, you are expected to work closely with stakeholders (both internal and external) to meet requirements and achieve performance targets that are established.

Job Requirements

• Bachelor’s Degree in any field
• Minimum 3 years’ relevant experience in healthcare industry.. Prior working experience in managing support operations, will be an advantage
• Fresh graduate will be welcome to apply
• Good interpersonal and communication skills
• Proficient in Microsoft Office e.g. Word, Powerpoint, Excel
• The working site will be at Sengkang Community Hospital

We are seeking an experienced Service Delivery Manager to oversee the operation, maintenance, and continuous improvement of IT systems. This role ensures reliable, secure service delivery by managing teams, vendors, and SLAs while driving operational excellence.

Key Responsibilities

• Lead and manage a team of 5+ (L1/L2 support), fostering a high-performance culture
• Oversee daily IT operations, maintenance, and compliance with security standards
• Manage maintenance schedules, change requests, incidents, and service requests
• Track IT assets and maintain accurate documentation for audits and reporting
• Manage vendors and subcontractors, ensuring performance meets contractual obligations
• Monitor SLAs and implement service improvements
• Manage budgets and control operational costs
• Serve as the main point of contact for clients, ensuring timely issue resolution

Requirements

• Bachelor’s degree in Engineering, IT, or related field
• 3–4 years of experience in IT Operations & Maintenance
• Strong knowledge of IT service management and ITIL practices
• Proven leadership, problem-solving, and stakeholder management skills
• Excellent communication skills and ability to work under pressure
• Self-driven, proactive, and able to manage multiple priorities

(EA Reg No: 20C0312)

Please email a copy of your detailed resume to qianyu@talentsis.com.sg for immediate processing.

Only shortlisted candidates will be notified.

• Manage Centre operations and collaborate with sheltered workshop
• Engage stakeholders to contribute with long-term strategic planning
• Oversee staff onboarding, professional training, performance appraisals, and fostering team morale.
• Partner with therapists and Allied Professionals to design, execute, and assess developmental programs
• Plan staff scheduling, and resource management to maintain high-quality service standards and operational efficiency.
• Ensure the centre remains audit-ready by managing administrative workflows, data reporting, and strict adherence to regulatory standards and internal SOPs.
• Act as a strategic deputy to the Deputy Director, assisting with high-level development projects and organisational goals.
  

Job Requirements:

• Minimum Degree in Psychology or relevant certificate
• Minimum 2 years experience working in sheltered homes or inclusive schools
• Working Hours: Monday to Thursday - 8am to 5.30pm & Friday 8am to 5pm

Check out www.abercare.sg for more details

Interested applicants may send in your resume to career@abercare.sg

Abercare.sg | EA License No. 18C9070 | KOH SU WEN, CLARISSA| Registration No. R24119504

Assistant Service Manager (Consumer Electronics - fridge & washers)
Location: Alexandra Road
Working hours: Mon - Fri, 8.45am - 5.15pm

Responsibilities:

• Oversee the service team’s daily operations.
• Provide guidance, coaching, mentoring and motivating the team members.
• Supervise and manage service recovery process to drive customer satisfaction level.
• Actively lead and participate in process and system improvements, identify areas for continual improvement and business process re-engineering.
• Evaluate and monitor of contractors’ performance and KPIs.
• Provide service support and propose recommendations and resolve product quality issues for overseas distributors.
• Setting and monitoring of KPIs, budget and cost control.
• Generation of reports.

Requirement

• Degree in Engineering or related discipline.
• Min 8 years of experience in after sales management industry with 3 years in supervisory role.
• Strong knowledge in Home Appliances and Audio Visual products.
• Sound knowledge in vendor management and call centre operations.
• Proficient in MS Office applications.
• Customer Service oriented.
• Good interpersonal, negotiation, presentation, and communication skills.
• Strong analytical skills – able to demonstrate logical thought process, meeting customer demands and expectations.
• Strong in project management and able to work under pressure in a fast pace environment.
• Able to travel as and when required.

Interested parties, please email to kyo@temp-team.com.sg

Karin Yong

Registration: R22109239

EA Licence: 01C3135

Role Summary

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

Key Responsibilities

Customer Accountability and Value Alignment

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.

• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle

• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.

• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.

• Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.

• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.

Strategic Advisory and Stakeholder Management

• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.

• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.

• Solidify partnership commitments and drive innovation aligned with customers' business challenges.

• Increase customer engagement with products and services and identify major political barriers to customer success.

• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

Technical Health, Adoption, and Risk Management

• AI  Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.

• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.

• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.

• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.

• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps.

• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

• Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues.

• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.

• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.

Minimum Requirements

• Experience: Experienced business professional, preferably with 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields. 

•  Consulting Skills: Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.

•  Domain Expertise: Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business.

•  Communication: Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.

•  Learning & Development: Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development

• Experience supporting customers using Sales Cloud

• Working knowledge of core Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards

• Understanding of sales processes (lead-to-cash, opportunity management, pipeline management)

• Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes)

• Ability to demonstrate Lightning Sales Console and mobile app

• Knowledge of common sales use cases (territory management, lead assignment, opportunity stages)

• Salesforce Certified Administrator (or within 90 days)

Cloud Specific Experience

• Salesforce product certifications are a plus: AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)

• Sales Cloud Consultant certification

• Experience with Sales Cloud features like Einstein Lead Scoring, Opportunity Insights, Activity Capture

• Understanding of how Sales Cloud integrates with marketing automation and service tools

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.   

The Service & Project Manager is responsible for leading, managing, and developing the company’s service organization while also overseeing the successful delivery of projects supporting the full lifecycle of the company’s power and infrastructure solutions within the telecommunications and datacenter sectors. This includes installation, commissioning, preventive and corrective maintenance, technical support, troubleshooting, upgrades, retrofits, and system deployments across customer sites, covering DC Power systems, AC UPS, electrical distribution, and cooling infrastructure.

This role ensures the delivery of high-quality, safe, and reliable service support while also managing project execution from planning through completion. The Service & Project Manager is accountable for meeting contractual obligations, service level agreements (SLAs), project timelines, budgets, and internal performance targets. The role acts as the key interface between customers, service teams, project teams, vendors, and internal stakeholders to ensure timely resolution of technical and operational issues and successful project delivery.

In addition to operational and project leadership, the role carries commercial responsibility for growing both the service and project business. This includes driving service sales, developing long-term maintenance contracts, identifying retrofit, upgrade, and expansion opportunities, and supporting lifecycle service and infrastructure deployment offerings. The role contributes directly to revenue growth, margin optimization, and long-term customer retention.

The Service & Project Manager is expected to establish a strong culture of service excellence and project discipline, emphasizing responsiveness, technical competency, safety, quality execution, and customer satisfaction, while ensuring projects are delivered on time, within budget, and in accordance with industry standards and best practices.

Key Responsibilities

1.Service & Project Operations Management

·         Lead and manage day-to-day service operations including installation, commissioning, maintenance, and emergency support

·         Plan and allocate manpower, tools, and resources efficiently

·         Ensure service delivery meets quality standards, SLAs, and safety requirements

·         Oversee scheduling, site coordination, and service logistics

·         Monitor service KPIs and implement improvements where needed

2.Technical Leadership

·         Provide technical guidance and escalation support to service engineers and technicians

·         Ensure proper troubleshooting methodologies and root cause analysis

·         Support complex installations and critical site interventions when required

·         Maintain technical competency within the team through training and knowledge sharing

3.Customer Management

·         Act as the main point of contact for key service customers

·         Build strong customer relationships and ensure high satisfaction levels

·         Handle escalations, complaints, and critical service incidents professionally

·         Conduct service review meetings with customers where applicable

4.Business Development & Service Sales

·         Drive growth of the service business (maintenance contracts, parts, upgrades, retrofits)

·         Identify new service opportunities within the installed base

·         Support preparation of service proposals and costing

·         Collaborate with the sales team to position lifecycle and value-added services

·         Achieve service revenue and margin targets

5.Team Leadership & Development

·         Lead, mentor, and develop the service team

·         Set performance goals and monitor staff productivity

·         Support recruitment and capability development

·         Promote a strong safety and customer-centric culture

6.Process & Compliance

·         Ensure compliance with safety standards, company policies, and regulatory requirements

·         Improve service processes, reporting systems, and documentation practices

·         Maintain proper service records, reports, and customer documentation

·         Support audits and quality management initiatives

Customer Project Manager (CPM) is part of Epsilon Customer Services Team and is responsible for managing overall delivery of customers’ orders with focus on exceptional customer experience. CPM owns the scope, requirements, schedule, communication, and status of the projects under their charge and is the main point of contact for customers and internal stakeholders.

Customer Service Delivery

• Manage end-to-end delivery of customer’s orders
• Validate the scope, solution and customer requirements as per the signed Service Order Form (SOF)
• Liaise closely with customers – kick-off call, weekly meetings, prompt response to customer queries
• Manage the customer order schedule – set and track milestone for successful delivery
• Task internal stakeholders and coordinate task execution
• Escalate delivery issues and delays appropriately to the right stakeholders and overcome the issues timely to meet RFS date
• Manage project risks and dependencies and recommend workaround to meeting delivery timelines
• Set and meet Ready for Service (RFS) dates, complete customer orders and start billing

Supplier Management

• Liaise closely with suppliers and vendors
• Manage delivery timelines on off-net orders and 3rd party vendors, related to customer orders
• Escalate to suppliers in case of milestone delay or timeline breach
• Order and deliver 3rd party cross-connect

Process & Systems

• Follow Epsilon delivery process and ensure all order documentation is accurate and up to date
• Use Epsilon internal systems for order management and delivery
• Provide feedback and suggestion on process & systems improvements

Communication & Collaboration

• Effectively communicate and collaborate on daily basis with internal stakeholders (Sales, Sales Support, Solutions, Provisioning, Procurement) and external (Customers, Vendors, Suppliers)
• Using best possible communications channel (internal system, phone, IM, email) to resolve ongoing issues and achieve best possible result
• Embrace proactive and constructive communication

Requirements

• Bachelor’s degree in telecommunications, computer science or equivalent discipline
• 2+ years’ experience in hands-on project management from Telecommunications Industry
• Strong analytical and problem-solving skills
• Able to make sound judgement given unexpected project situations
• Excellent communication and collaboration skills
• Has “Customer first” mindset
• Leadership skills with ability to influence and inspire
• Keen eye for detail and a result driven approach
• Agile, adaptable and supportive
• Team player and problem-solver
• Able to identify issues, suggest improvements and solutions
• Industry recognized Project Management certification(PMP, Prince2, Agile) is a plus