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Please review the job details below.

The Senior Customer Success Associate (CSA) is responsible for ensuring Vantor’s government customers are highly satisfied with the delivery of operational support services and execution of contractual commitments. This role ensures services are delivered in accordance with agreed performance standards, program requirements, and Statements of Work (SOWs), while strengthening customer relationships to protect and grow accounts over time. The Sr CSA will serve as the primary point of contact for assigned customers across the APAC region and will coordinate cross-functional Vantor resources as needed to support successful delivery, issue resolution, renewals, and account growth. The ideal candidate brings strong customer management, program oversight, and commercial awareness, and is comfortable operating in a complex government environment.

Key Responsibilities

• Develop deep knowledge of all contracts, programs, and project deliverables for assigned strategic accounts. Advise sales and internal teams on contractual obligations, and support contract extensions, renewals, and modifications.

• Build and maintain strong customer relationships at the operational level, with a proactive focus on identifying, escalating, and resolving service delivery concerns in a timely manner.

• Act as the primary customer contact following contract award, ensuring Vantor delivers against all contractual commitments and SOWs on time, within scope, and within budget.

• Coordinate internal cross-functional teams to resolve customer issues, conflicts, or complaints, and help prioritize actions to support successful outcomes.

• Lead and facilitate communication among customers, Sales, and internal teams regarding ongoing delivery against SOWs and program commitments.

• Partner closely with the Vantor Sales organization to identify upsell, renewal, and expansion opportunities. Communicate potential amendments, scope increases, or new contract opportunities to Sales in a timely manner.

• Own renewals for a subset of accounts and support contract growth by increasing customer adoption of Vantor offerings.

• Serve as the voice of the customer internally, helping improve delivery quality, customer satisfaction, and long-term account health.

Minimum Qualifications

• Strong commitment to customer success, with a demonstrated ability to deliver results through customer focus, sound judgment, and effective communication.

• Proven ability to build and maintain strong business relationships internally and externally, including with senior leaders and government stakeholders.

• Demonstrated ability to work cross-functionally to solve complex customer issues and drive measurable outcomes.

• Strong project and program management skills, including the ability to drive deliverables to closure and collaborate effectively with Project Managers and delivery teams.

• Strong business acumen and analytical capability, including the ability to interpret data and recommend fact-based solutions.

• Demonstrated problem-solving ability, including identifying creative solutions across a broad range of operational and customer-facing issues.

• Ability to exercise sound judgment in selecting appropriate methods and approaches for resolving problems and managing sensitive customer relationships.

• Comfortable working in a dynamic, unstructured environment with minimal supervision, while balancing short-term execution and longer-term goals.

• Bachelor’s degree or equivalent practical experience.

• At least 8 years of professional experience, preferably in customer-facing roles within leading global technology organizations.

• Prior account management experience preferred, ideally in service management or operational delivery roles.

• Applied or academic experience in Remote Sensing, Geospatial Information Systems (GIS), Land Surveying, and/or Image Processing is preferred.

• Fluency in English is required; proficiency in Mandarin is preferred.

• Willingness to travel domestically and internationally on a routine basis, approximately 25%.

• Employment is contingent upon obtaining required security clearances from Vantor and applicable customer authorities.

Preferred Qualifications

• Experience supporting government-sector customers, ideally across APAC.
• Strong executive presence with the ability to manage both day-to-day operations and strategic customer relationships.
• Commercial mindset with the ability to support renewals, identify growth opportunities, and partner effectively with Sales.
• High degree of ownership, responsiveness, and follow-through in complex service delivery environments.

EEO Policy: Vantor is an equal opportunity employer committed to an inclusive workplace. We believe in fostering an environment where all team members feel respected, valued, and encouraged to share their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability, protected veteran status, age, or any other characteristic protected by law.