Customer Experience Manager

Job not on LinkedIn

🔥 9 minutes ago

🇸🇬 Singapore – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 customer 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 • Monitor team performance, customer satisfaction, escalations, and operational KPIs • Own critical and high-priority customer escalations and drive timely resolution • Coordinate customers, Support, Product, Engineering, and internal teams • Identify recurring issues and eliminate root causes • Capture customer feedback, feature requests, and product gaps • Represent the customer voice within OPSWAT and identify expansion opportunities • Troubleshoot complex customer issues and critical incidents • Lead technical triage, root-cause analysis, and corrective/preventive actions • Coordinate customer-facing technical support and Professional Services activities • Align priorities and resources with global Support and Professional Services leaders in a matrix organization • Partner with Sales, Account Management, Product Management, Engineering, Professional Services, and global Customer Experience teams • Establish a local customer experience organization, improve onboarding and adoption, and create an effective escalation-management process

🎯 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

🏖️ Benefits

• Equal employment opportunities and a workplace free from discrimination and harassment • Diversity and inclusion commitment