Customer Success Manager

1 week ago


Novena, Singapore Talent-Merge Pte Ltd Full time

**RESPONSIBILITIES**
- Be involved in pre ‘closed won’ discussions to ensure the commercial proposal agreed is feasible for operational deployment
- Understand the success criteria of the client and have this agreed pre ‘closed won’
- Accountable for the implementation of any new business or upgrade projects
- Manage escalations and ensure timely resolution through service that delights the customer
- Forecast customer revenue and track delivery against the forecast
- Drive revenue delivery on consumables and highlight upsell opportunities on services
- Ensure invoicing remains accurate and timely, avoiding queries and payment delays. This includes ensuring currency, pricing site and discounts all match the customer contract and that invoice addresses and customer contact information is refreshed regularly, especially ahead of any renewal periods.
- Maximise the number of vessels working under any given customer contract
- Drive the renewals process with support from commercial team on upsell opportunities
- Drive team output and ensure suitable governance and quality control is in place
- Support the creation of best practice business management procedures within the functional knowledge area
- Be an active member of the “Customer Success” knowledge base regionally and globally

**Requirements**:
**REQUIREMENTS**
- Min 1-3 years of experience in customer
- facing roles or equivalent with line manager experience.
- Managing, growing and getting the best out of a team
- Interact with customers and understand and solving their problems, and have excellent verbal and written communication skills
- Able to multi task
- Ability to speak English fluently
- Computer literate with good in MS and software subscription management system.

Clarence Khoh

R1552376

RESPONSIBILITIES - Be involved in pre ‘closed won’ discussions to ensure the commercial proposal agreed is feasible for operational deployment - Understand the success criteria of the client and have this agreed pre ‘closed won’ - Accountable for the implementation of any new business or upgrade projects - Manage escalations and ensure timely resolution through service that delights the customer - Forecast customer revenue and track delivery against the forecast - Drive revenue delivery on consumables and highlight upsell opportunities on services - Ensure invoicing remains accurate and timely, avoiding queries and payment delays. This includes ensuring currency, pricing site and discounts all match the customer contract and that invoice addresses and customer contact information is refreshed regularly, especially ahead of any renewal periods. - Maximise the number of vessels working under any given customer contract - Drive the renewals process with support from commercial team on upsell opportunities - Drive team output and ensure suitable governance and quality control is in place - Support the creation of best practice business management procedures within the functional knowledge area - Be an active member of the “Customer Success” knowledge base regionally and globally REQUIREMENTS - Min 1-3 years of experience in customer
- facing roles or equivalent with line manager experience. - Managing, growing and getting the best out of a team - Interact with customers and understand and solving their problems, and have excellent verbal and written communication skills - Able to multi task - Ability to speak English fluently - Computer literate with good in MS and software subscription management system. Clarence Khoh R1552376



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