Site Operations & Client Success Lead

About Eternia AI

Eternia AI is a rapidly expanding technology firm specializing in intelligent solutions tailored for smart buildings and facility management across Asia. Their range of enterprise products—including SmartClean, RealSense, and Pestsense—leverages IoT to provide valuable insights, automation, and data-driven intelligence to FM and janitorial operations, promoting efficiency, responsiveness, and sustainability in built environments.

Primary Responsibilities

• Manage a client portfolio of 60–80 sites, acting as the main contact and fostering strong relationships with facility managers, building owners, and other stakeholders.
• Ensure high levels of client satisfaction, support retention, and facilitate contract renewals while identifying opportunities for upselling and cross-selling solutions.
• Lead the onboarding and implementation of solutions at various sites, coordinating with internal teams such as operations, technology, and support to guarantee seamless execution.
• Oversee project timelines, verify site readiness, resolve issues promptly, and ensure adherence to site requirements, SOPs, and service standards.
• Handle approvals and permit-to-work (PTW) processes by obtaining required permits and access permissions, liaising with building management and compliance teams, and maintaining proper safety documentation.
• Provide hands-on training sessions for cleaners, supervisors, and facility management teams to promote product adoption and optimal usage, including refresher training and ongoing support as needed.
• Monitor site performance, service level agreements (SLAs), and operational metrics, delivering regular reports and insights to relevant internal stakeholders and escalating issues proactively.
• Assist business development efforts by spotting opportunities for expansion within existing accounts, supporting pilot projects, demonstrations, and new site onboarding, and collaborating with sales on proposals and client presentations.

Candidate Requirements

• Between 4 to 8 years of professional experience in Facilities Management, Property Management, or business-to-business account management.
• Solid understanding of site operations, permit-to-work procedures, and building protocols specific to Singapore.
• Proven ability to manage multiple sites or accounts simultaneously with strong organizational skills.
• Excellent communication and stakeholder engagement capabilities.
• Comfortable performing fieldwork involving frequent site visits.
• Experience training frontline personnel such as cleaners, technicians, and FM teams.
• Knowledge or experience with digital technologies, SaaS platforms, and IoT-based solutions within facilities management is highly advantageous.
• Demonstrated ability to execute tasks efficiently and solve problems effectively.

Preferred Qualifications

• Prior experience in FM companies, Property Management, or PropTech deployments.
• Previous work with town councils, commercial buildings, hospitals, or large campus environments.
• Exposure to SLAs, audit processes, and compliance-focused work settings.

Performance Metrics

• Client retention and satisfaction levels.
• Timely completion of project and site deployments.
• Rates of product and service adoption at client sites.
• Successful upselling and account expansion.
• Speed and effectiveness in resolving operational issues.

Why Work With Eternia AI

• Engage in work at the forefront of the PropTech, IoT, and facilities management sectors.
• Hold a role with significant ownership impacting client outcomes directly.
• Opportunity for career growth into regional account leadership or operations leadership positions.