Customer Success Executive Intern

1 week ago

Singapore FORT ONE TECHNOLOGIES PTE. LTD. Full time

**About Cyber Sierra**:
We are a pioneering cybersecurity company leveraging multi-agentic infrastructure and Generative AI through our SierraAI platform (System of Record and GRCAgent) to revolutionize enterprise protection and compliance. Specializing in Continuous Controls Monitoring (CCM), Third-Party Risk Management, and Governance Risk and Compliance, our innovations have earned us the prestigious 2024 AI Trailblazer Innovation Award (Smart Nation Singapore x Google) and recognition in the Gartner Hype Cycle for Cyber Risk Management 2024 in two categories (Cyber GRC and CCM). At Cyber Sierra, we're dedicated to advancing digital resilience for global enterprises, large SMBs, and government agencies in today's complex threat landscape.

**Role Overview**:
**Responsibilities**:

- **Customer Onboarding Support**:Assist in the end-to-end onboarding process, including organizing welcome calls, preparing setup documentation, and coordinating with internal teams to ensure timely platform deployment and configuration.
- **Usage Monitoring & Reporting**:Track and interpret customer usage data, engagement trends, and account health indicators. Provide insights and flag potential risks or opportunities for proactive outreach.
- **Issue Escalation & Resolution**:Collaborate with technical support and product teams to investigate and escalate platform-related concerns. Follow up with clients to ensure timely resolution and satisfaction.
- **Knowledge Base & Documentation**:Help update and maintain support materials including user guides, FAQs, training manuals, and internal SOPs, ensuring accuracy and clarity.
- **Client Feedback Collection**:Design and administer feedback surveys, gather client input through structured interviews, and summarize key takeaways for internal review.
- **Success Planning & Strategy**: Assist in drafting customer success plans tailored to client objectives. Support the implementation of customer lifecycle strategies to maximize retention and growth.
- **Event & Webinar Coordination**:Participate in the planning and execution of customer-facing events such as product webinars, knowledge sessions, and training workshops.
- **CRM & System Maintenance**:Ensure all customer interactions and updates are accurately logged and maintained in the CRM system (e.g., Salesforce, HubSpot).
- **Cross-Functional Collaboration**: Work closely with Sales, Product Management, Engineering, and Marketing teams to align customer needs with product capabilities and ongoing initiatives.
- **Market & Competitor Research**: Support research efforts to understand customer expectations, benchmark industry practices, and inform future customer success initiatives.

**Qualifications**:

- Currently pursuing or recently completed a degree in Business Administration, Information Technology, Cybersecurity, or a related discipline
- Excellent written and verbal communication skills, with a professional and client-focused demeanor
- Demonstrated interest in SaaS, artificial intelligence, and cybersecurity domains
- Strong analytical and organizational skills with the ability to manage multiple priorities
- Familiarity with CRM tools (e.g., HubSpot, Salesforce) and customer success platforms is advantageous
- A proactive attitude and willingness to learn in a dynamic, high-growth environment

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