Customer Success Manager - Digital Engagement Transformation

Malaysia
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Sepenuh masa

1 hari lepas

Join DayOne – Shaping the Future of Data InfrastructureDayOne is a global leader in the development and operation of high-performance data centers. As one of the fastest-growing companies in the industry, we’ve built a robust presence across Asia and Europe — and we’re just getting started.As we expand into new international markets, we’re looking for talented, driven individuals to join us on this exciting journey. This is more than a job — it’s an opportunity to be a key contributor to our dynamic team and help shape the future of global data infrastructure.If you're passionate about innovation, technology, and growth, we invite you to be part of DayOne’s next chapter.Role OverviewThe Customer Success Manager for Digital Engagement Transformation is a strategic leadership position within the Customer Service Excellence (CSE) division at DayOne Data Center. This role is dedicated to bridging communication gaps with our hyperscaler clients spearheading the evolution of our digital service ecosystem. You will lead the transformation of our engagement platforms, moving from traditional support models to a seamless, data-driven, and digital-first experience that aligns with international standards for service excellence and information security.Key Responsibilities1. Digital Service Strategy & RoadmapThis role involves developing and executing a comprehensive product roadmap for the Digital Engagement Transformation team. A primary focus will be on enhancing the Customer Service Portal and its self-service capabilities. The Product Manager will ensure that all digital initiatives align with the CSE division’s strategic goals, specifically supporting key performance indicators such as CSAT (
85%), NPS (
50), and Client Retention (
95%). Furthermore, the individual will identify opportunities to integrate emerging technologies into our existing stack, which includes Orlig CRM and Aria Call Solutions, with the aim of driving operational efficiency and client satisfaction.2. Client-Centric Product DevelopmentAs the “Voice of the Customer” for our high-profile enterprise clients, the Product Manager will translate complex client requirements into intuitive digital features and workflows. This includes designing and optimizing end-to-end digital journeys to facilitate effortless communication and problem resolution for global clients across multiple time zones. Regular user research and feedback sessions with key stakeholders will be conducted to ensure digital tools consistently meet the evolving needs of our diverse client portfolio.3. System Enhancement & IntegrationThis position leads the enhancement of call center systems, encompassing ACD, IVR, CTI, and workforce management tools, to create a unified and responsive digital engagement environment. The Product Manager will oversee the optimization of the Orlig CRM platform, ensuring it serves as a robust foundation for customer service operations and data-driven insights. Collaboration with technical teams is crucial for implementing and maintaining international standards, including ISO 18295-1, ISO 9001, and ISO/IEC 27001, across all digital products.4. Data Analytics & Performance ReportingThe Product Manager will utilize Power BI and other analytical tools to monitor product performance and generate comprehensive reports for executive leadership. This involves analyzing trends in client engagement, complaint resolution, and system usage to drive continuous improvement and proactive service interventions. The role also requires establishing and tracking product-specific metrics that contribute to the bi-annual reporting of CSAT and NPS scores.5. Cross-Functional Leadership & Change ManagementServing as the primary liaison between the CSE division, Engineering, and external technology partners, the Product Manager will ensure the successful delivery of transformation projects. The individual will drive the adoption of Agile methodologies within the transformation team, fostering a culture of iterative development and rapid innovation. Furthermore, this role supports the Senior Manager for Customer Service Excellence in evaluating technology investments and providing strategic recommendations for the division’s digital future.Required Skills & QualificationsCandidates should possess a Bachelor’s degree in Computer Science, Engineering, Information Technology, Business Administration, or a related quantitative field. A Master's degree or MBA is preferred. They must have 5+ years of progressive experience in Product Management, with a proven track record in digital transformation, customer engagement platforms, or customer service technology, preferably within the Data Center or Cloud Infrastructure industry.Technical Proficiency: A deep understanding of CRM systems (e.g., Orlig), call center technologies (ACD/IVR, CTI, workforce management), and customer portals is essential. Familiarity with international standards such as ISO 9001 (Quality Management), ISO/IEC 27001 (Information Security), and ISO 18295-1 (Customer Contact Centers) is highly desirable. Proficiency in data visualization tools like Power BI is required for informing product strategy and measuring success.Programming & AI Skills: Demonstrated experience with data analysis and scripting languages such as Python or R is preferred. Familiarity with SQL for data querying and manipulation is also beneficial. Experience with AI/ML concepts and their application in enhancing customer engagement, such as chatbots, predictive analytics for customer behavior, or intelligent automation in service operations, is a significant advantage. Basic understanding of API integrations and microservices architecture is also valuable.Soft Skills: Exceptional strategic communication skills are necessary to convey complex technical concepts to both business stakeholders and high-value enterprise clients. The ability to influence and collaborate effectively across diverse teams is crucial. Professional certifications such as CSPO (Certified Scrum Product Owner), PMP (Project Management Professional), or certifications in AI/ML are a significant advantage.DayOne is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.If you're ready to grow with one of the fastest-moving companies in the data center industry, apply now and be part of our global journey.

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