Customer Success Director

2 weeks ago

Central Singapore Emprego SG Full time

**Location**

Singapore, Central Singapore

**Job Type**

Permanent

**Salary**

$6,000 - $8,000 Per Month

**Date Posted**

7 minutes ago

Additional Details

**Job ID**

16799

**Job Views**

1

Roles & Responsibilities

**Responsibilities**:

- Function as the customer advocate and provide internal feedback on how we can better serve customers
- Manage all post-sales activity of customers through strong relationship-building, product knowledge, planning and execution
- Maintain a deep understanding of the product and speak of customers about the most relevant features/functionality for their specific business needs
- Ensure that a plan is in place with each customer for deployment, change management and adoption programs
- Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
- Track accounts to identify churn risk and work actively to eliminate that risk
- Simultaneously manage multiple customers who are at different points on the account lifecycle
- Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen product proficiency
- Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
- Maintain reporting and updates on customer metrics as well as what modules are used and how
**Measures of Success**:

- Increased Upsell
- Increased Renewal Rate
- High Net Promoter score (Client satisfaction scoring)
- Other KPIs as appropriate (Sales related, delivery related, and client satisfaction related)

**Qualifications**:

- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Ideally combined background of post-sale and pre-sales experience
- Ability to manage influence through persuasion, negotiation, and consensus building
- Excellent communication and presentation skills
- English and Mandarin ability to speak and write proficient is a must due to work with relevant stakeholders and Guangzhou HQ

Tags

customer

success

director

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