Customer Service Manager - Apac

Miller Leith is working with a leading company in the Tech and Hospitality industry to recruit a Customer Success Manager for the APAC region. This company is a prominent player in the field, known for its commitment to providing innovative solutions and maintaining strong customer relationships.

Benefits:

• Join a reputable company in the Tech Hospitality industry
• Work within a collaborative and supportive team environment
• Progressive Opportunities
• Competitive salary package and benefits

The Customer Success Manager - APAC will play a pivotal role in driving customer satisfaction and retention across the region. Leading a team of 16 dedicated customer support professionals, the successful candidate will provide leadership, training, and guidance to ensure seamless operations.

Responsibilities:

• Provide leadership, training, and guidance to a team of 16 customer support professionals
• Analyse metrics and formulate strategic approaches to optimise customer support operations
• Foster collaboration and alignment across departments, including marketing, sales, and product development
• Maintain exceptional service standards and utilise NPS feedback effectively
• Recruit new team members to sustain growth and meet demands
• Handle escalations of inquiries and complaints, ensuring customer satisfaction
• Optimise business operations and procedures while prioritising customer experience
• Utilise knowledge of hotel or similar industry operating software to understand operational intricacies and enhance customer support

• Strong analytical mindset with a deep understanding of the SaaS support model
• Prior experience in team leadership, demonstrating the ability to inspire, motivate, and develop team members
• Effective communication skills, coupled with business acumen and adaptability
• Knowledge of hotel or similar industry operating software is crucial
• Background in hospitality or a genuine passion for the industry is preferred

For a brief, confidential discussion about this role or your next career move, please contact Rebecca Wilson at **************@millerleith.com.au