Assistant Manager, Customer Success Center of Execellence

DayOne is a global leaderin the development and operation of high-performance data centers, driving innovation in the critical infrastructure supporting the digital world. As a rapidly expanding company, DayOne is shaping the future of data infrastructure and seeks a dedicated Assistant Manager to lead its Customer Success Center of Excellence within the Malaysia region. This pivotal role involves ensuring exceptional customer experiences and driving operational excellence for DayOne's data center services.

About the Role

The Assistant Manager, Customer Success Center of Excellence will be responsible for leading a team dedicated to providing outstanding customer support and ensuring the highest levels of satisfaction for DayOne's clients utilizing the Malaysia data centers. This position focuses on optimizing processes, enhancing service delivery, and fostering a culture of continuous improvement within the Customer Success function.

Key Responsibilities

• Lead and mentor a team of Customer Success professionals, setting performance goals and fostering a collaborative environment.
• Develop and implement strategies to enhance customer satisfaction, retention, and advocacy for DayOne's Malaysia data center offerings.
• Oversee daily operations of the Customer Success Center, ensuring efficient handling of customer inquiries, issues, and escalations.
• Collaborate with internal teams (e.g., technical support, sales, engineering) to resolve complex customer challenges and improve service quality.
• Analyze customer feedback and operational data to identify trends, opportunities for improvement, and measure key performance indicators (KPIs).
• Contribute to the development and refinement of standard operating procedures (SOPs) and best practices for the Customer Success Center.
• Act as a primary point of contact for key customer accounts within the Malaysia region.

Requirements

• Proven experience in a leadership role within Customer Success, Support, or a related customer-facing function, preferably within the technology or data center industry.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Experience in developing and implementing customer service strategies and operational processes.
• Ability to analyze data and use insights to drive decision-making and process improvements.
• Understanding of data center operations and customer expectations within this sector is advantageous.
• Relevant bachelor's degree or equivalent experience.