Harman

Job summary:

The Manager of Customer Success owns all aspects of the customer relationship for SPC, from early customer engagement through POC and onboarding through to ongoing retention. Leading a skilled team of Customer Support and Solutions Architects/Engineers, this role is critical in driving growth, optimizing value, and improving customer satisfaction by effectively managing the technical and relationship aspects of customer engagement. The ideal candidate will have demonstrated progressive management experience in a *aaS company, customer-facing roles, and the ability to drive software adoption and leverage customer success best practices.

Key Responsibilities:

Leadership

• Lead and mentor the Solutions Engineering and TAM teams, fostering a collaborative and high-performance culture.
• Develop and implement strategies to enhance team capabilities and ensure alignment with organizational goals.
• Demonstrated ability to successfully work in and manage global, distributed teams across cultures, lines of business, and geographies.

Customer Engagement and Relationship Building

• Oversee the development and maintenance of strong customer relationships through regular communication and proactive outreach.
• Ensure the delivery of first-level customer support, mobilizing resources for complex problem resolution.
• Advocate for customer needs for product and operational improvements across SPC.
• Driving SPC growth through customer success best practices.

Technical Solution Development

• Guide Solutions Engineers in evaluating potential client workloads and developing solutions across various cloud platforms and technologies.
• Transform customer experiences into repeatable patterns and scalable solutions.
• Assist in the design and implementation of cloud migration strategies, ensuring seamless transitions for customers.

Customer Advocacy and Continuous Improvement

• Prepare and deliver comprehensive reports on customer usage, satisfaction, and service performance.
• Maintain thorough documentation of customer interactions, issues, and resolutions.
• Ensure SPC-wide awareness of customer needs, status, and challenges at all stages of the lifecycle.
• Identify and implement process improvements to increase efficiency in customer support and advocacy.
• Develop strategies, translate them into initiatives, and track successful delivery.

Collaboration and Communication

• Demonstrate outstanding communication skills and mentor them within the team.
• Lead CRM meetings, document agendas and action items, and distribute meeting minutes.
• Communicate effectively with executive-level stakeholders, both internal and external, to align on strategic objectives and initiatives.

Operational Excellence

• Demonstrate operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning.
• Drive organizational efficiencies and customer satisfaction through effective operational skills.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Willing and able to address escalated client issues with speed and urgency.

Skills & Competencies

• Familiarity with modern programming languages (e.g., Python, Ruby, Go, Java) and cloud technologies.
• Experience with DevOps methodologies, CI/CD pipelines, observability, and automation tools like Terraform or Ansible.
• Advanced knowledge of cloud-native design patterns, including networking protocols, serverless architecture, container orchestration (e.g., Kubernetes), and microservices.
• Familiarity and experience with AWS’ product portfolio.
• Strong leadership, communication, and interpersonal skills.
• Ability to analyze complex technical problems and break them down to solvable parts.
• Demonstrated progressive management experience leading teams in a *aaS company.
• Demonstrated progressive experience in customer-facing roles; professional services experience is a plus.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Experience successfully working with senior executives.

Education & Experience

• Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• At least 7 years of experience in cloud computing, including architecture design, solution engineering, and consulting roles.
• At least 5 years of management experience.
• Hands-on experience with cloud migration strategies and managing executive-level stakeholders.
• Bilingual in Korean and English is preferred.

What We Offer (*This is subject to change)

• Medical Check-up (for employee and one dependent)
• Group Life and Medical Insurance
• Pension
• Annual leave, Congratulatory & condolences leave
• Mobile phone usage
• HARMAN Welcome Kit for new joiners
• Be-Brilliant (Harman own awards for employees)
• Employee Entertainment
• Late commute and late meal allowance (Supporting late working employee)
• Breakfast service for early birds
• Benefit point (SK Benepia)
• Samsung Mall (Samsung and Harman product purchase)
• Holiday voucher for Lunar New Year and Chuseok