Customer Success Specialist

2 weeks ago

Singapore TUNITY TECHNOLOGIES PTE. LTD. Full time

Customer Success Specialist (CSS) is pivotal in ensuring exceptional service delivery and maximizing client satisfaction. The CSS role is designed not only to nurture client relationships and drive commercial outcomes but also to directly manage Level 1 support for selected legacy custom solutions, aiding in the strategic pivot to Tunity’s product-first service offerings

**Key Responsibilities**:

- **Customer Relationship Management**:Serve as the primary contact for customers, ensuring their continued satisfaction and retention.
Collaborate with product development teams to implement proactive strategies that address client needs, encourage product adoption, and smoothly transition customers to more standardized, cost-effective solutions.
- **Commercial Accountability**:Monitor and analyze the costs associated with supporting each customer.
Identify and implement strategies to enhance profitability, including transitioning suitable customers to the Tcube platform and making strategic decisions about discontinuing support for nonviable accounts.
- **Customer Advocacy and Growth**:Foster strong relationships that encourage customer advocacy, supporting referrals and the creation of case studies.
Identify and pursue opportunities for account growth, encouraging customers to adopt new software enhancements that optimize operational efficiency and reduce maintenance costs.
- **Cross-functional Coordination**:Act as a liaison between customers and internal teams, including hardware and software departments, ensuring a seamless and integrated customer experience.
Facilitate effective communication and problem resolution across functional boundaries.
- **Level 1 Support Management**:Directly manage Level 1 support for custom solutions, gathering crucial insights into customer usage and pain points.
Use hands-on support experiences to guide customers through initial challenges and demonstrate the tangible benefits of transitioning to standardized products.
- **Retention and Renewals**:Develop and maintain comprehensive success plans for high-value customers, detailing critical milestones for onboarding, training, preventive maintenance, and contract renewal.
Leverage sales data and insights from the product development team to strategically recommend timely software upgrades.
- **Customer Training**:Manage and enhance customer training programs, ensuring clients fully leverage the capabilities of Tunity’s Tcube suite for maximum benefit.
- **Feedback Loop**:Act as the voice of the customer within Tunity, relaying feedback and insights to the product and engineering teams to inform future product development and roadmap planning.

**Required Skills and Qualifications**:

- Proven experience in customer success or similar roles
- Strong technical acumen, with the ability to quickly learn and support both legacy custom solutions and new products.
- Excellent communication, negotiation, and relationship management skills.
- Ability to analyze data, understand business drivers, and deliver strategic insights.
- Demonstrated capability to manage and prioritize workloads effectively under pressure.

**Preferred Skills**:

- Experience in managing transitions from custom solutions to product-based offerings.
- Background in handling Level 1 technical support is highly advantageous.

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