About BiPlus
- BiPlus Software Solutions is a Vietnam-headquartered technology company founded in 2018, with offices in Hanoi. We have 150+ engineers, consultants, and specialists serving 100+ enterprise customers across Southeast Asia, South Korea, Japan, Canada, and Europe.
- BiPlus specialises in enterprise software development, Agile/SAFe transformation consulting, Atlassian platform services, and large-scale system integration — with deep domain expertise in Telecom, Banking & Finance, and eCommerce. We are certified ISO 27001 & ISO 9001, an Atlassian Platinum Solution Partner, and Vietnam’s premier Scaled Agile (SAFe) consulting provider.
About the Role
- BiPlus Software Solutions is a Vietnam-headquartered technology company founded in 2018, with offices in Hanoi. We have 150+ engineers, consultants, and specialists serving 100+ enterprise customers across Southeast Asia, South Korea, Japan, Canada, and Europe.
- BiPlus specialises in enterprise software development, Agile/SAFe transformation consulting, Atlassian platform services, and large-scale system integration — with deep domain expertise in Telecom, Banking & Finance, and eCommerce. We are certified ISO 27001 & ISO 9001, an Atlassian Platinum Solution Partner, and Vietnam’s premier Scaled Agile (SAFe) consulting provider.
Key Responsibilities
- Client Relationship Management: Build and maintain strong relationships with regional headquarters and business stakeholders across 8 markets, working closely with the CoE Lead.
- Requirement Analysis & Coordination: Conduct high-level analysis of business requirements, clarify priorities, and coordinate with operational teams to ensure effective delivery.
- Customer Satisfaction (CSAT) Management: Develop and manage customer satisfaction measurement frameworks, handle complaints and escalations, and ensure timely resolution.
- Service Performance & Improvement: Analyze operational data, SLA performance, and customer feedback through Jira to identify trends, service gaps, and improvement opportunities.
- Governance & Reporting: Prepare service performance reports, participate in client governance meetings, and present CSAT results and improvement recommendations.
- Onsite Client Representation: Represent the CoE in client meetings in Singapore during the CoE Lead’s absence, ensuring continuity of communication and governance.
Requirements
- Experience: 5+ years of experience in Customer Success, Client Relationship Management, IT Service Delivery, or Enterprise Account Management.
- Client Management: Proven experience working with enterprise clients and senior stakeholders across multiple Asia-Pacific markets.
- Service Management: Strong knowledge of CSAT/NPS frameworks, SLA management, IT Service Management (ITSM), and incident escalation processes.
- Analytical Skills: Ability to analyze operational performance, identify service improvement opportunities, and use Jira and Confluence for reporting and collaboration.
- Communication: Exceptional English proficiency, with strong presentation, negotiation, and executive stakeholder management skills.
- Location: Based in Singapore, with Singapore citizenship, permanent residency, or eligibility for an Employment Pass.
- Preferred Qualifications: Experience in eCommerce, IT Outsourcing/Managed Services, SAP Commerce Cloud (Hybris), AEM, or regional multi-country operations.
Compensation & Benefits
- Competitive Base Salary: USD 5,000–8,000 per month (gross), depending on qualifications, experience, and expertise.
- Performance-Based Bonus: Annual performance bonus based on individual achievements, business outcomes, and company performance.
- Professional Development: Opportunities for professional certifications, leadership development, and continuous learning.
- Regional Exposure: Opportunities to collaborate with regional and international teams, with business travel expenses covered by the company.
- Career Growth: Opportunity to lead strategic initiatives, build technical capabilities, and contribute to business growth across regional markets.
- Statutory Benefits: CPF contributions (where applicable), annual leave, public holidays, sick leave, insurance, and other benefits in accordance with applicable Singapore laws and regulations and the Company’s policies.
