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Client Services Liaison Manager
3 weeks ago
About the Company
ATLAS SERVICES GROUP SINGAPORE PTE. LTD. is seeking a highly skilled Client Services Manager to join our team. As a key member of our client-facing team, you will play a critical role in maintaining and enhancing relationships with our clients.
Job Description:
As a Client Services Manager, you will be responsible for managing ongoing client relationships, ensuring client satisfaction, and facilitating communication between clients and internal teams. You will also lead the onboarding process for new clients, providing training and support to ensure they are comfortable using our software and maximizing its potential.
Responsibilities:
- Client Relationship Management: Manage ongoing client relationships, ensuring client satisfaction, and facilitating communication between clients and internal teams.
- 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.
- Client Support: Address and resolve client inquiries and issues promptly, coordinating with internal teams as needed to provide solutions.
- Performance Monitoring: Regularly review client software usage, performance, and feedback to identify potential improvements or additional services that may benefit the client.
- 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.
- Data-Driven Insights: Gather and analyze client feedback to provide insights to the product and development teams for continuous improvement of the software.
- Project Management: Manage client projects from start to finish, ensuring deliverables are met on time and within scope.
- Product Expertise: Develop a deep understanding of our software solutions and the maritime industry to provide expert guidance and recommendations to clients.
- Reporting: Prepare and deliver regular reports to clients on their system usage, performance, and key metrics.
Requirements:
- 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.