Customer Success Manager

We are seeking a highly motivated individual to join our team as a Customer Success Manager (Trade Finance). As a Customer Success Manager, you will engage the various financial, commodity and supply chain stakeholders to drive the digitalization in trade and contribute to overall efficiency of Singapore’s supply chain landscape.

**Key Responsibilities**

Ensure success for customers across their whole lifecycle
- As advocate for the Customer, define key business requirements, understand and anticipate Customer’s needs
- Plan and execute product and systems implementations (e.g. UAT, SIT, live production) to ensure smooth deployment
- Work alongside the wider team to implement solutions, ensuring that the product development, deployment, and Customer onboarding are delivered on time
- Support business outcomes for Customer helping them realize value from the product through continuous improvement in product design, delivery practices and customer satisfaction by understanding business needs
- Manage use case pipeline, account manage and act as point of contact for Customer’s feedback and issues
- Provide product knowledge to Customers and drive resolution in a timely and proactive manner
- Track and ensure realization of financial and non-financial targets and other strategic KPIs
- Drive and support expansion plan for existing use cases and drive user adoption
- Form strong relationships with customers, keeping them fully engaged and supported, liaising with both technical and business focused audience

Expand Customer base and Use Case adoption
- Work with existing Customers and stakeholders to drive Customer reference and prospects
- Deliver proactive customer contact strategy to engage, recruit and drive account growth
- Identify at-risk customer and execute remediation plan
- Overall responsible for the management of a portfolio of Customers to foster long-term business relationships

Be a key member of the team
- Have a Customer-first mindset and experience in delivering business outcomes
- Be highly collaborative and work across teams and stakeholders to deliver right outcome for customer
- Act as a role model for the team by always demonstrating the highest standards in business conduct; transparency, predictability, integrity and compliance
- Act as a company ambassador for internal and external events

**Qualifications / Skills and Competencies**
- ~ 5-10 years of relevant and current experience in structured trade and commodity finance products
- Proven track record for driving digitalization and/or process optimization in trade finance with passion for Digital solutions to address customer business problems
- Experience in key supply chain industry business processes with established network in various industry especially in the commodities sector. Bearing know-how of the nuances/ways of work related to trade finance transactions, credit facilities structuring, risk monitoring, supply chain financing
- Experience handling a portfolio of commodity clients including oil/energy, metals and soft commodities
- Strong business, trade and technology industry knowledge paired with an ability to “see the big picture” to identify the dependencies, plus the upstream and downstream impact of process enhancement
- Strong written and verbal communication skills. Ability to present comfortably and compellingly to senior audiences and to deliver difficult messages objectively to both internal and external stakeholders
- Strong ability to engage Customer and stakeholders with proficiency in aligning cross-topic objectives in multi-organizational set up
- Customer focused with strong interpersonal, negotiation and influencing skills
- Experience working in a team-oriented, dynamic and fast-paced environment
- Confident, self-motivated team player who thrives in a fast-moving environment
- Good understanding of software development principles and practices, and prior experience working with technical teams is a plus
- Prior experience and exposure to API, data platforms implementation is a plus