Client Success Partner

4 weeks ago

Singapore ENGGSOL PTE. LTD. Full time
Roles & Responsibilities

Client Success Partner – This role is a trusted advisor and advocate for our strategic clients, responsible for driving adoption, expansion, and renewal of our services. This role requires a deep understanding of our offerings, our clients' businesses, and the ability to build strong, long-lasting relationships. The ideal candidate possesses a proven track record in client success, service delivery, and account management within a complex technology, SaaS environment or Systems Integrator environment.

You will:

Develop a deep understanding of client needs and objectives:

  • Conduct thorough onboarding to understand clients' business goals, challenges, and key performance indicators (KPIs).
  • Proactively identify opportunities to leverage our services to address client needs and drive business value.
  • Maintain regular communication with key client stakeholders to build rapport and stay informed about evolving needs.

Drive adoption and utilization of our services:

  • Develop and execute adoption plans tailored to each client's specific requirements.
  • Provide ongoing training, support, and guidance to ensure clients maximize the value of our services.
  • Monitor service utilization and identify areas for improvement.
  • Proactively address any roadblocks or challenges hindering adoption.

Identify and pursue expansion opportunities:

  • Develop a deep understanding of our product roadmap and identify opportunities to upsell or cross-sell relevant services.
  • Collaborate with sales and product teams to develop and present compelling expansion proposals.
  • Negotiate and close expansion deals that deliver mutual value.

Secure timely renewals and minimize churn:

  • Proactively manage the renewal process, ensuring clients are satisfied with our services and understand the value they deliver.
  • Identify and mitigate any potential churn risks.
  • Negotiate and secure renewal agreements that meet both client and company objectives.

Oversee service delivery and ensure client satisfaction:

  • Act as the primary point of contact for service-related inquiries and issues.
  • Collaborate with internal teams to ensure timely and effective resolution of client issues.
  • Monitor service performance and identify areas for improvement.
  • Proactively gather client feedback and identify opportunities to enhance service delivery.
Requirements
  • MBA or Bachelor Degree in Computer Science, Information Technology, or a related field
  • With 20 years of proven success in client success, account management, or service delivery roles, preferably within a Systems Integrator, technology or SaaS company
  • Experience with CRM software (e.g., Salesforce) and project management tools
  • Ability to build rapport and establish trust with senior-level client stakeholders
  • Ability to translate technical concepts into business value and articulate the ROI of our services
  • Excellent communication and presentation skills
  • Strong problem-solving and analytical skills
  • Proactive and results-oriented

Tell employers what skills you have

Account Management
Analytical Skills
Salesforce
Project Management Tools
Information Technology
CRM Software
Project Management
SaaS
IT Service Delivery
Service Delivery

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