Operations & Customer Success Executive

2 weeks ago

Orchard, Singapore Aleta Planet Pte. Ltd. Full time $60,000 - $120,000 per year

Job Description

We are seeking Operations & Customer Success Executive to manage key client accounts, ensure smooth service delivery, and drive improvements across customer experience and operational workflows. This role involves pre-sales and post-sales support, client relationship management, and leading customer success teams to deliver service excellence.

Responsibilities:

  • Manage key accounts, client onboarding (pre-sales), and customer success (post-sales), ensuring service quality aligns with SLAs.
  • Monitor and improve customer experience and transit times through regular reviews and process enhancements.
  • Lead and mentor the client success team, providing day-to-day support for customer queries.
  • Act as the senior point of contact for escalated service and operational issues.
  • Manage customer service improvement plans to boost satisfaction and ensure timely reporting on SLAs and service performance.
  • Maintain accurate customer information in relevant databases.
  • Assist with service management contract negotiations and pre-sales presentations, as needed.
  • Conduct regular executive service reviews with senior management.
  • Collaborate with the Account Management team to identify service management revenue opportunities.
  • Oversee the post-sales customer service team, both locally and remotely.
  • Implement improvement plans to mitigate financial impacts of SLA failures or major disruptions.
  • Handle any other ad-hoc tasks as assigned.

Requirements:

  • Bachelor's degree in Operations, Business, Information Science, or related field.
  • Minimum 3 years of experience in customer service, customer success, or related roles.
  • Proven ability to execute strategic plans and drive process improvements.
  • Experience managing cross-functional teams, collaborating with sales, product, and technical support.
  • Strong analytical, problem-solving, and data analysis skills for strategic decision-making.
  • Customer-focused with excellent interpersonal and relationship management skills.
  • Proactive with the ability to efficiently manage and resolve escalations.
  • Ability to translate ambiguity into actionable plans and maintain optimism in challenging situations.
  • Strong understanding of technology, products, and services, with the ability to communicate technical details to non-technical clients.
  • Experience in process improvements, leveraging technology, and automating for service efficiency.
  • Excellent communications skills, with the ability to address diverse audiences and resolve conflicts effectively.

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