Customer Success Manager – Strategic Accounts

ATI is a fast-growing optical connectivity company serving the rapidly expanding AI and cloud data centre markets. We develop and deliver high-speed optical connectivity solutions for some of the world’s leading hyperscale customers.

With operations across Asia and North America, ATI integrates technology development, manufacturing, supply chain and customer-facing capabilities to support Tier-1 customers at global scale.

We are establishing a Global Customer Success Centre in Singapore to serve as a critical bridge between our strategic customers and global operations. The Centre provides dedicated, high-touch support to ATI’s most important customers, coordinating closely with supply chain, manufacturing, quality, engineering and logistics teams to ensure customer requirements are executed effectively.

In hyperscale AI data centres, where deployment timelines are tight and requirements evolve quickly, customer success requires proactive communication, strong coordination and end-to-end ownership of commitments.

Our Singapore team will play a central role in enabling ATI to respond faster, communicate more clearly and execute more reliably as we scale with the world’s leading AI infrastructure companies.

At ATI, our ambition is not only to supply optical products, but to become a trusted connectivity partner to the companies building the world’s most advanced AI infrastructure.

Core Responsibilities

1. Strategic Customer Ownership - Serve as the primary operational point of contact for assigned Tier-1 hyperscale and AI data centre customers. Build trusted working relationships with customer procurement, supply chain, operations and other relevant teams, and take end-to-end ownership of their day-to-day operational experience with ATI.

2. Demand, Forecast & Supply Alignment - Work closely with customers and ATI's Sales, Demand Planning and Supply Chain teams to translate forecasts, purchase orders and changing demand signals into actionable supply plans. Identify potential gaps between customer demand and ATI's supply capabilities early and drive appropriate actions.

3. Order & Delivery Execution - Maintain close visibility of customer backlog, production status, inventory, allocation and shipment schedules. Coordinate across planning, manufacturing and logistics to ensure customer commitments are executed reliably and potential delivery risks are identified and communicated proactively.

4. Customer Communication & Expectation Management - Provide customers with timely, accurate and transparent updates on supply availability, order status, delivery schedules and operational issues. Establish a disciplined communication cadence and ensure commitments made to customers are realistic, internally aligned and followed through.

5. Escalation & Issue Resolution - Take ownership of customer-impacting issues and drive them through to resolution. Mobilize the appropriate teams across Supply Chain, Manufacturing, Quality, Engineering, Logistics and Sales; establish clear actions and timelines; communicate progress proactively; and ensure the customer loop is fully closed.

6. Cross-Functional Customer Advocacy - Represent the customer's priorities and requirements within ATI. Ensure relevant internal teams understand customer expectations, deployment priorities and business impact, while balancing these requirements against ATI's operational realities and business priorities.

7. Customer Performance & Continuous Improvement - Monitor and review key customer-service and operational metrics such as on-time delivery, backlog, forecast alignment, response time, escalations and recurring issues. Identify systemic problems and work with internal teams to improve processes and overall customer experience.

8. Global Coordination & Follow-the-Sun Support - Leverage the Singapore Global Customer Success Centre's position between ATI's North American customers and Asian operations to accelerate communication and decision-making. Coordinate effectively across time zones to ensure customer requirements and critical issues continue progressing through ATI's global organization.

What We Are Looking For

We are looking for an experienced customer-facing professional who combines strong customer instincts with operational discipline. You are comfortable working with demanding, fast-moving global customers, understand how complex supply chains operate, and have the confidence and judgement to coordinate across functions to get things done.

Customer Ownership Mindset - You take personal ownership of customer commitments and issues from start to finish. You do not simply pass problems to another function — you stay engaged, drive actions and ensure the customer receives a clear and complete resolution.

Proactive & Anticipatory - You look ahead and identify potential customer or supply risks before they become problems. You are comfortable working with incomplete information, asking the right questions and escalating early when customer commitments may be at risk.

Strong Communicator - You communicate clearly, concisely and professionally with both customers and internal teams. You are comfortable engaging with procurement, supply chain and operations professionals at large global organizations and can communicate difficult messages constructively when necessary.

Operational & Supply Chain Acumen - You understand the fundamentals of demand forecasting, order management, production planning, inventory, allocation, logistics and delivery performance. You can interpret operational information, identify what matters to the customer and translate it into appropriate actions.

Cross-Functional Influence - You know how to get things done across an organization, even when the people involved do not report to you. You can bring together Sales, Supply Chain, Manufacturing, Quality, Engineering and Logistics around customer priorities and drive actions to closure.

Sound Judgement Under Pressure - You remain composed when priorities change, supply becomes constrained or a critical customer issue arises. You can distinguish between what is urgent and what is important, make sensible trade-offs and avoid making commitments that the organization cannot deliver.

Experience with Strategic B2B Customers - You have experience supporting major B2B customers in technology, manufacturing or another complex operational environment. Experience working with hyperscalers, cloud infrastructure companies or other large global technology customers would be particularly valuable.

Technology Industry Experience - Experience in optical communications, semiconductors, networking, servers and storage, data centre hardware, electronics manufacturing, EMS or related technology sectors is preferred. Direct optical communications experience is an advantage, but not essential.

Qualifications & Experience

• Bachelor's degree in Business, Engineering, Supply Chain, Operations or a related discipline, or equivalent relevant experience.
• Typically 5+ years of experience in customer success, strategic account operations, customer program management, supply chain customer interface, key account fulfilment or a related customer-facing operational role.
• Demonstrated experience working across multiple functions to resolve complex customer or operational issues.
• Strong written and spoken English, with the ability to communicate confidently with international customers and internal teams.
• Experience working across global organizations and time zones is highly desirable.
• Comfortable operating in a fast-growing environment where priorities can change quickly and individuals are expected to take ownership.