Customer Experience Manager
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Job Description
Customer Experience Manager leading customer experience, technical support, and escalations for OPSWAT’s critical-infrastructure cybersecurity platform in Singapore. Driving onboarding, adoption, renewals, and cross-functional customer outcomes.
Responsibilities:
- Own the overall customer experience and satisfaction for OPSWAT customers in Singapore
- Build relationships with key customer stakeholders and serve as a trusted technical advisor
- Ensure successful customer onboarding, deployment, configuration, and adoption of the OPSWAT Platform
- Monitor adoption, identify gaps, and drive platform-utilization improvements
- Conduct regular customer reviews and technical/business discussions
- Lead and manage the local customer support team in Singapore
- Ensure case management, prioritization, SLA adherence, customer communication, and 24×7 coverage where required
- Coach and mentor support engineers and monitor team performance, customer satisfaction, escalations, and operational KPIs
- Own critical and high-priority customer escalations and coordinate customers, Support, Product, Engineering, and internal teams
- Drive escalations to resolution and identify recurring issues and root causes
- Identify customer use cases, expansion opportunities, and product adoption improvements
- Capture customer feedback, feature requests, and product gaps for Product Management and Engineering
- Represent the customer voice within OPSWAT and develop customer references and success stories
- Troubleshoot complex customer issues and critical incidents
- Lead technical triage, root-cause analysis, resolution planning, and corrective/preventive actions
- Coordinate customer-facing technical support and Professional Services across deployment, implementation, and optimization
- Align priorities, resources, and commitments with global Support and Professional Services leaders in a matrix organization
- Partner with Sales and Account Management on customer strategy, renewals, expansion, and strategic opportunities
- Work with Professional Services on deployments and project handoffs
- Collaborate with Product Management, Engineering, and the global Customer Experience organization on requirements, improvements, and best practices
- Drive success metrics including CSAT, retention, renewals, onboarding, adoption, SLA performance, issue reduction, customer engagement, feedback contributions, and team performance
Requirements:
- 8+ years of experience in Customer Success, Customer Experience, Technical Account Management, Support, Professional Services, or a similar customer-facing technical role
- Experience managing or leading a technical support/customer-facing team
- Strong understanding of enterprise IT and cybersecurity environments
- Experience working with enterprise customers and managing complex technical escalations
- Strong communication, presentation, and stakeholder management skills
- Ability to work effectively across Sales, Support, Product, Engineering, and Professional Services
- Strong problem-solving and analytical skills
- Customer-first mindset with strong ownership and accountability
- Strong 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
- Ability to coach engineers through practical technical problem-solving while maintaining accountability for customer outcomes
- Preferred: experience with cybersecurity products, enterprise security platforms, or critical infrastructure protection
- Preferred: experience with SaaS/platform deployments and enterprise adoption programs
- Preferred: experience working with large enterprise customers in Singapore
- Preferred: familiarity with malware protection, file security, email security, data security, network security, cloud security, or endpoint security
- Preferred: experience managing strategic accounts and executive-level customer relationships
Benefits:
- Equal employment opportunities and a workplace free from discrimination and harassment
- Global, cross-functional work environment
- Employee engagement and capability development through coaching, mentoring, and knowledge sharing
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