Solutions Engineer

4 days ago

Singapore OKRATIN SOLUTIONS PTE. LTD. Full time

**Project Description and Components**:This role involves delivering exceptional customer experiences with a focus on maximizing customer lifetime value and contributing to product development. The main components of the project include:

- Achieving high customer satisfaction ratings and positive client testimonials.
- Successfully identifying and implementing solutions to improve customer experience metrics.
- Integrating valuable customer feedback into the product development process to drive product improvements and innovation.

**Key Responsibilities**:

- **Technical Support and Guidance**:Provide ongoing technical support and guidance to assigned customer accounts, ensuring their continued success with the company's products and services.
- **Client Portfolio Management**:Develop and manage a robust client portfolio, fostering strong relationships and understanding each client's unique needs and challenges.
- **Customer Data Analysis**:Analyze customer data and feedback to identify areas for improvement in the customer experience.
- **Upselling and Cross-Selling**:Identify upselling and cross-selling opportunities based on customer needs, promoting additional products and services that enhance their overall solution.
- **Issue Resolution**:Handle and resolve customer requests and technical issues in a timely and efficient manner, providing clear explanations and solutions.
- **Feedback Collaboration**:Collaborate with customers to capture valuable feedback on product functionality, usability, and potential enhancements.
- **Product Development Contribution**:Participate in product design discussions, leveraging customer experience insights to suggest improvements and drive product innovation.

**Deliverables**:

- Maintain high customer satisfaction ratings and garner positive client testimonials.
- Successfully identify and implement solutions to improve customer experience metrics.
- Integrate valuable customer feedback into the product development process, leading to product improvements and innovation.
- Provide ongoing support and clear solutions to customer requests and technical issues.
- Develop a comprehensive understanding of each client's needs and challenges to foster strong relationships.
- Identify and promote upselling and cross-selling opportunities to enhance customer solutions.
- Collaborate with product development teams to suggest and drive product improvements based on customer feedback.

**Experience and Qualifications**:

- Bachelor’s degree in Business, Marketing, or a related field.
- Minimum of 5 years of experience in customer support, customer experience management, or a related field.
- **Skills**:

- Strong analytical skills with the ability to interpret customer data and feedback.
- Excellent communication and interpersonal skills.
- Proven ability to develop and manage strong client relationships.
- Problem-solving skills with a proactive approach to issue resolution.
- Experience in identifying and capitalizing on upselling and cross-selling opportunities.
- Ability to collaborate effectively with cross-functional teams, including product development.

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