Director, APAC Customer Success & Service Center (CSSC)

Enuit is an established technology leader in the commodity/energy trading & risk management space, providing mission-critical software platforms for metal, natural gas, electricity, crude, and refined product merchants such as utilities, refiners, producers, traders, and consumers. Enuit has the latest technology and is revolutionizing the development and implementation of Entrade, its flagship product, empowering clients to increase operational efficiency, to monitor and manage risk, and to increase profit margins along all aspects of their business from front to back. Entrade allows the traders, market and credit risk practitioners, operations and schedulers, and accountants to effectively manage a broad range of physically and financially traded commodities as well as the complex logistics operations associated with commodities such as natural gas, electricity, crude, and associated refined products, coal, metals, and agricultural products to name a few. Headquartered in Houston, Texas, Enuit has projects throughout North America and Asia with opportunities popping up with global partners across.

We are looking for a Director, APAC Customer Success & Service Center (CSSC) to lead post-Go-Live customer success and application support activities across the Asia-Pacific region.

The role will be responsible for customer service quality, production support coordination, incident and escalation management, customer health monitoring, and continuous improvement for ENUIT's enterprise software customers.

Key Responsibilities

• Lead APAC customer success and application support activities after system Go-Live.
• Maintain regular communication with customers and monitor overall customer health and satisfaction.
• Manage customer incidents, service requests and escalations.
• Coordinate with Delivery, Product, Technical and Development teams to resolve customer issues.
• Monitor service levels, support backlog and critical production issues.
• Conduct regular customer service reviews and follow up on improvement actions.
• Support smooth transition of customers from project implementation to ongoing support.
• Build and manage the APAC CSSC team and continuously improve support processes.
• Identify recurring issues and drive root-cause analysis and preventive actions.
• Support customer retention, system adoption and long-term customer relationships.

Requirements

• Bachelor’s Degree in Business, Information Technology, Engineering or a related field.
• Either 8–10 years or more of relevant experience in enterprise software, customer success, application support, managed services or consulting; or at least 5 years of experience in software technology, implementation, development or service delivery within the APAC CTRM market.
• Experience in leading customer-facing or support teams.
• Strong communication, stakeholder management and problem-solving skills.
• Able to work effectively with both business users and technical teams.
• Good command of spoken and written English.
• Comfortable working in a multicultural APAC environment.
• Willing to travel within the region when required.
• Experience in CTRM/ETRM, commodity trading, energy trading, risk management or financial systems will be an advantage.
• Knowledge of commodities such as LNG, oil, metals, power or agricultural products will also be advantageous.