Customer Success Manager

3 days ago

Singapore SINGAPORE E-BUSINESS PTE. LTD. Full time

**Position : Manager, Customer Success
**Duties**:
**Drive and Improve Internal Processes**
- Managing your team, motivating and leading them to ensure that they develop and deliver to full potential,
- Work together with management for hiring, training and leading the customer success teams and initiatives,
- Create, perform and own Weekly/Monthly Business Reviews and reports to ensure customer retention and expansion effectively delivering results to key stakeholders,
- Work together with management to create policies and procedures that optimize the customer experience,
- Ensuring policies are adhered by all relevant company’s staff so all customers receive best in class quality of service, through establishing correct on-boarding, training and support procedures, ensure that all customers are successfully utilizing the products, are fully engaged and getting the value that they expect,
- Constantly improve internal processes for onboarding, training, billing and follow through.

**Increase Retention and Reduce Churn**
- Responsible for customer portfolio development and growth, improving customer relationships that promote retention, loyalty, ultimately improving customer lifetime value, reducing churn, and the expansion of customer base,
- Aid in developing customer retention strategy - account management, tracking and monitoring performance, customer engagements and soliciting feedback,
- Help to develop client classification metrics - based on performance and developing client engagement plans per client classified profile,
- Analyse and then use data from relevant interactions from customers and our platform to proactively enhance customer relationships, utility, while ensuring customers’ experience of the company’s products a seamless, consistent whole,
- Improving customer satisfaction scores,
- Help to Develop client classification metrics - based on performance and developing client engagement plans per client classified profile,

**Onboarding, Training and Support**
- Work closely with Sales and Marketing BU to ensure timely customer onboarding, training and support in accordance with TAT and SOP,
- Render customer support when required.

**Cross sell and upsell**
- Cross-sell, upsell SGeBIZ solutions to existing customers,
- Identifying and acquiring new customers through the existing customer base.

**Maintain Constant Communication Channels / Touch Points and Improve Product Features**
- Collaborating various departments with functions and activities of Marketing, Sales, Operations (training and support), IT, Accounts and HR (ensure interdepartmental communications flow), to deliver projects, develop products and collections,
- Gather feedback from customers or prospects and share with internal team regarding product and service improvements,
- Be part of the participation in technology product design to create the tools that customers need,
- Represent the voice of the customer to provide input into every core product, marketing and sales process, shaping the right kinds of leads to bring into the company.

**Ensure timely Subscription Collection**
- Collaborate closely with team members to support subscription renewals,
- Actively pursue subscriptions from existing customers who are due for renewal.

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