Regional Customer Support Senior Manager, Singapore

Job ID: 1599982 Responsibilities: Customer Service Leadership Lead and grow global Sales Support and Customer Service teams to deliver exceptional customer experiences. Oversee quote-to-order and order-to-cash processes, ensuring speed, accuracy, and high customer satisfaction. Define and execute service strategies aligned with regional objectives and global standards. Track and enhance key performance metrics such as response times, resolution rates, and revenue outcomes. Act as the escalation lead for complex customer issues, working cross-functionally to ensure prompt resolution. Sales Support & Channel Enablement Collaborate with Sales, Product, Engineering, and Operations to deliver pre-sales support, including lead-time estimates and solution configuration. Ensure seamless order processing, pricing support, and coordination of product availability. Establish and manage customer feedback mechanisms to improve service quality and retention. Enable distributors through onboarding, training, and continuous support to maintain a consistent customer experience. Operational Excellence Implement and uphold standardized processes, tools, and SLAs across Asia-Pacific to ensure consistent and scalable global account support. Support CRM and ERP system rollouts to optimize customer support workflows. Lead continuous improvement efforts across processes, tools, and systems (e.g., Salesforce, SAP, ModelN). Leverage data analysis to uncover trends, root causes, and improvement opportunities. Ensure adherence to company policies, regulatory standards, and service-level commitments. Team Development Recruit, develop, and retain a high-performing support organization. Promote a culture centered on accountability, collaboration, and customer focus. Conduct performance evaluations and provide ongoing coaching and professional development opportunities. Requirements: Bachelor's degree in Business, Engineering, or a related discipline required. An advanced qualification (e.g., MBA or equivalent) is preferred. More than 10 years of experience in customer support, inside sales, or commercial operations within a global technology or manufacturing environment. Demonstrated ability to lead and inspire high-performing, cross-functional, and geographically distributed teams. Proven success in driving customer support transformation and/or digital enablement initiatives. Strong understanding of global customer needs and the complexities of multinational operations. Hands-on experience with ERP systems (e.g., SAP, Oracle) and CRM platforms (e.g., Salesforce).
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