Customer Retention Specialist

7 days ago

Singapore beBeeCustomer Full time $90,000 - $120,000
Customer Success Manager

We are seeking a dedicated and results-driven Customer Success Manager to excel in customer satisfaction and service delivery. This role focuses on ensuring our customers achieve their desired outcomes while using our products and services.

The ideal candidate will have excellent communication skills, a passion for helping others, and a knack for problem-solving.

Key Responsibilities:
  • Serve as the principal point of contact for product/service adoption, consumption, and renewal, while building and maintaining strong customer relationships.
  • Guide new customers through the onboarding process, ensuring a smooth transition and immediate value realization.
  • Proactively engage with customers to understand their business needs and requirements, ensuring they receive maximum benefits from our solutions.
  • Gather and analyse customer feedback to improve product offerings and service delivery.
  • Work closely with support team to efficiently resolve customer issues.
  • Monitor customer health metrics and develop strategies to improve customer satisfaction and retention.
  • Identify opportunities to expand customer accounts through upselling and cross-selling additional products and services.
  • Prepare and submit comprehensive monthly/quarterly reports detailing service requests, activities, and ensuring Service Level Performance meets expected criteria.
Requirements:
  • Minimum of 5 years in Customer Success, Account Management, or a related role, preferably within the IT industry.
  • Proven ability to independently handle multiple concurrent activities without supervision.
  • Strong capability to work with diverse teams and stakeholders, including sales/marketing, implementation, engineering, product, and operations/support.
  • Ability to estimate, justify, and manage costs, schedules, scopes, variable orders, and change requests.
  • Willingness and ability to travel as required.
Ideal Candidate:
  • Experience in a product vendor or service provider, ideally in a Customer Success Manager role.
  • Cross-functional experience in presales, planning, deployment, and/or support operations.
  • Strong presentation, communication, and interpersonal skills, along with excellent problem-solving abilities.
  • Ability to work independently and as part of a team.
  • A proactive, customer-centric mindset with a passion for helping others succeed.

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