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Client Services Manager

1 month ago

Singapore ATLAS SERVICES GROUP SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

As a Client Services Manager you will play a key role in maintaining and enhancing relationships with our clients, ensuring the successful implementation and ongoing use of our software solutions. This role requires a client-focused individual with excellent communication, problem-solving, and project management skills who can work effectively with cross-functional teams including sales, product, and technical support.

Key Responsibilities:

  1. Client Relationship Management: Serve as the primary point of contact for assigned clients, managing ongoing relationships, ensuring client satisfaction, and facilitating communication between clients and internal teams.
  2. Onboarding & Implementation: Lead the onboarding process for new clients, ensuring smooth implementation of software solutions. Provide training and support to ensure clients are comfortable using the software and maximizing its potential.
  3. Client Support: Address and resolve client inquiries and issues promptly, coordinating with internal teams (e.g., technical support, product development) as needed to provide solutions.
  4. Performance Monitoring: Regularly review client software usage, performance, and feedback to identify potential improvements or additional services that may benefit the client.
  5. Retention & Growth: Proactively identify opportunities to upsell additional features, services, or new software modules based on client needs and usage patterns. Work with the sales team to support contract renewals and retention efforts.
  6. Data-Driven Insights: Gather and analyze client feedback to provide insights to the product and development teams for continuous improvement of the software.
  7. Project Management: Manage client projects from start to finish, ensuring deliverables are met on time and within scope.
  8. Product Expertise: Develop a deep understanding of our software solutions and the maritime industry to provide expert guidance and recommendations to clients.
  9. Reporting: Prepare and deliver regular reports to clients on their system usage, performance, and key metrics. Communicate client feedback and suggestions to internal teams for product improvements.

Qualifications:

  • Knowledge of the maritime industry with experience in chartering, operations, software, or sales.
  • Experience working with shipping lines, brokers, cargo traders, or other shipping industry functions.
  • Bachelor's degree in business, marketing, or a related field (or equivalent work experience).
  • Proven experience in a customer-facing role, preferably in SaaS or technology.
  • Strong communication, interpersonal, and problem-solving skills.
  • Ability to build and maintain strong customer relationships.
  • Knowledge of the SaaS industry and familiarity with relevant tools and technologies.
  • Results-driven with a focus on customer satisfaction and retention.
  • Excellent organizational and time management skills.

Additional Information:

  • This position may require occasional travel to customer sites or industry events.
  • Flexible working hours to accommodate different time zones, as necessary.
Tell employers what skills you have

Management Skills
Customerfacing
Software Project Management
Customer Relationships
Relationship Management
Project Management
Finish
Pressure
SaaS
Customer Satisfaction
Product Development
Customer Service
Shipping
Service Delivery
Technical Support