Customer Success

5 days ago

Singapore Wiz Holdings Pte Ltd Full time

Own the ultimate responsibility for the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
- Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive solution adoption to ensure they are leveraging the solution to achieve full business value
- Develop a comprehensive understanding of typical business challenges faced by customers to appropriately address their needs
- Analyse client’s data to improve client’s experience and project profitability
- Develop and maintain an intimate and updated understanding of WIZ solutions, features, roadmap, limitations, and best practices
- Ensure Client usage satisfaction, work to resolve any client dissatisfaction and expand utilization
- Evaluate and improve platform tutorials and other internal communication infrastructure
- Mediate between client’s expectation and product gap, manage expectations
- Review client requests, complaints and concerns and seek to improve all aspects of the client experience with the company
- Minimize client dropout rate and encourage renewal rate, upsell and cross-sell
- Provide valuable feedback from clients to improve product/platform design and product/platform development
- Provide insights to our AI CX team regarding client success factors that can be influenced during bot building

**Qualifications and Skills Requirement**
- Bachelor’s degree in relevant field
- Minimum 5 years of experience from commercial software companies/vendors
- Knowledge of best practices in client success processes
- Proven ability to manage multiple enterprise clients simultaneously (learning and configuring their software/solutions, training clients and resolving client issues)

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