Customer Experience Manager

🔥 0 minutes ago

🇸🇬 Singapore – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 68 days.
• No salary listed.

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OPSWAT

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2002

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

💰 $125M Private Equity Round on 2021-03

Cybersecurity • Enterprise • SaaS

OPSWAT is a cybersecurity company specializing in comprehensive IT and OT defense solutions. With over 20 years of innovation, OPSWAT provides advanced threat prevention through its MetaDefender Platform, which integrates a multitude of security technologies aimed at protecting critical infrastructures globally. The platform includes solutions for file security, email security, malware analysis, and more, targeting both public and private sector organizations. OPSWAT emphasizes its commitment to securing both traditional IT environments and operational technology (OT) networks, ensuring robust defense mechanisms against a wide array of cybersecurity threats. Trusted by over 1,700 customers worldwide, OPSWAT is a leader in the cybersecurity industry, known for its partnerships and certifications, as well as its comprehensive support and training services.

📋 Description

• 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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