Customer Success Consultant

3 weeks ago

Singapore JOBTECH PTE. LTD. Full time
Roles & Responsibilities

About JobTech

JobTech is the world's leading artificial intelligence and big labour data analytics product company that empowers leaders to develop people for new work realities, driven by real labour market needs and individuals' personal aspiration. JobTech is growing rapidly with global big names customers from both private and public sectors.

About the Team

The JobTech team is an enthusiastic bunch, obsessed with solving human capital business problems in talent development, using deep technology and labour market data. We embrace empowerment and appreciate the depth of every member's area of expertise. We are hands-on dreamers who are willing to invest in projects and people. If you think you should be part of this awesome team looking to scale faster and better, don't be shy and let us know

Job Description

We are looking for someone who is excited to work in an AI start-up and is willing to develop him/herself in the HRTech space. This role would be ideal for someone who is self-motivated and is able to pick-up the relevant industry knowledge quickly.

As a Customer Success Consultant, you will be responsible for managing customer relationships. You will work with your customers on a regular basis to understand their goals, aligning them with the necessary resources to achieve them and guiding their adoption and success within the software. Along the way, you will get to know JobTech's software incredibly well and help your customers fully adopt the platform.

If you're stimulated by helping others, building relationships and problem solving - whether it's a business or technical challenge – this is the role for you.

Job Description

  • Activation: Lead customer onboarding and serve as a solutions expert to help customers achieve their objectives.
  • Renewals & Expansion: Manage account relationships to ensure satisfaction and drive account growth through renewals, upsells, and cross-sells.
  • Product Collaboration: Work with the product team to analyze usage patterns, gather user feedback, and contribute to feature development aligned with customer needs.
  • Nurturing: Assess customer health, design retention strategies, and deliver training and presentations for key accounts.
  • Upselling & Cross-Selling: Promote additional services and products, leveraging customer insights to recommend relevant solutions.
  • Communication: Create and manage customer communications and materials, collaborate on success stories, respond to inquiries, handle change requests, and conduct weekly client calls.
  • Technical Liaison: Work with technical teams to troubleshoot issues and monitor bug resolution.
  • Project Implementation & Management: Oversee project implementations to ensure alignment with customer objectives and successful delivery.
  • Monthly QA and Production Release Participation: Provide feedback during QA, sanity testing, and production releases to ensure new features meet customer expectations.

Requirements

  • Customer Success Expertise: 3-5 years of experience in a customer success, account management, or client-facing role, with a track record of driving customer satisfaction and retention.
  • Relationship Management: Proven ability to build and maintain strong, long-lasting customer relationships, acting as a trusted advisor.
  • Retention & Growth Strategies: Demonstrated experience in developing and executing strategies that improve customer retention and promote upsell/cross-sell opportunities.
  • Account Management: Proficiency in managing multiple accounts, ensuring customer needs are met and expectations are exceeded.
  • Problem-Solving Skills: Strong analytical and problem-solving abilities to address customer challenges proactively.
  • Communication: Excellent verbal and written communication skills, capable of conveying complex concepts clearly and persuasively.
  • Customer-Centric Mindset: Deep commitment to understanding customer needs and delivering solutions that drive value.

Compliance with our strict information security policies is mandatory:

  • Policy Compliance: Adhere to JobTech's information security policies and procedures.
  • Risk Management: Identify, assess, and mitigate security risks to protect sensitive information.
  • Incident Response: Participate in the detection, analysis, and response to security incidents.
  • Security Training: Attend regular training on information security best practices.
  • Data Protection: Ensure the confidentiality, integrity, and availability of JobTech data.
  • Regulatory Compliance: Ensure compliance with relevant legal, regulatory, and
  • contractual requirements related to information security.
  • Team Collaboration: Work closely with other functional departments to ensure cohesive security measures.
  • Confidentiality: Maintain the confidentiality of sensitive information and enforce data protection measures.
  • Continuous Improvement: Stay updated on the latest security trends and continuously improve the JobTech's security posture.

Note: We regret to inform that only shortlisted candidates will be notified.

Tell employers what skills you have

Customer Retention
Upselling
Customer Engagement
Customer Relationships
Customer Success
Project Implementation
Cross Selling
SaaS
Customer Satisfaction
Churn Management
Technical Liaison

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