Customer Success Specialist

3 weeks ago

Singapore MyCareersFuture Full time

About MyCareersFuture

MyCareersFuture is a leading provider of innovative solutions for talent development and human capital management. We empower organizations to succeed in the ever-changing labor market by leveraging cutting-edge technology and data analytics.

About the Team

Our team is a dynamic group of professionals passionate about solving complex business problems in talent development. We value empowerment, expertise, and collaboration, and we're committed to delivering exceptional results for our clients.

Job Summary

We're seeking a highly motivated and results-driven Customer Success Specialist to join our team. As a key member of our customer success team, you will be responsible for managing customer relationships, driving account growth, and ensuring customer satisfaction.

Key Responsibilities

  • Activation: Lead customer onboarding, serve as a solutions expert, and 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.

Security Requirements

  • Policy Compliance: Adhere to MyCareersFuture'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 MyCareersFuture 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 MyCareersFuture's security posture.

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