Client Product Lead

2 weeks ago

Singapore REAL ESTATE ANALYTICS PTE. LTD. Full time

**Key Responsibilities**
- Oversee and optimize daily customer support and success operations, ensuring timely, effective handling of inquiries, issues, and escalations.
- Supervise, mentor, and develop a high-performing team of Customer Success Officers (CSOs), setting goals, tracking performance, and fostering a collaborative team culture.
- Design and implement customer support and success strategies aligned with business objectives to enhance customer satisfaction, retention, and lifetime value.
- Proactively identify customer needs, pain points, and usage trends by analyzing data and feedback to improve service delivery and prevent potential issues.
- Act as the main escalation point for complex or high-impact cases, providing expert guidance and ensuring prompt resolution.
- Collaborate cross-functionally with Product, Sales, Marketing, and Development teams to share customer insights, influence product improvements, and identify upsell and renewal opportunities.
- Maintain and continually improve a comprehensive knowledge base, support documentation, and customer success resources for both internal teams and customers.

**Requirements**:

- 4+ years of experience in customer success, product support, or account management roles, including 2+ years in a supervisory capacity
- Strong technical aptitude with the ability to understand and troubleshoot complex product functionality
- Proven track record in leading teams, managing performance, and driving customer-centric strategies
- Proficient in CRM and support tools such as Jira, Confluence, Zendesk, Salesforce, and Freshdesk
- Excellent verbal and written communication skills; able to simplify complex information for diverse audiences
- Analytical mindset with experience using data to identify trends and improve support processes
- Skilled in managing high-impact escalations and collaborating across teams to resolve customer issues
- Customer-first approach with a passion for delivering exceptional experiences
- Experience in the real estate industry is a plus

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