Customer Success Executive

At CoreTRM, we are redefining the landscape of Commodity/Energy Trading and Risk Management (C/ETRM) with our modern, cloud-based software platform. Headquartered in Singapore, we serve commodity and energy trading organisations around the globe, simplifying the full trade lifecycle from capture through operational logistics to financial settlement.

Our risk management features enable management to track profit and loss, positions and credit, monitor risk metrics, duties segregation, and ensure adherence to trading limits in real-time - making us a trusted partner in navigating the complexities of the trading world.

**Our Work Culture**:
We believe that our strength lies in our people. Our multinational, diverse and dynamic team brings a wealth of perspectives and experiences, fostering an environment rich in innovation and collaboration.

We pride ourselves on a vibrant work culture that encourages continuous knowledge transfer, ensuring every team member, regardless of their role, can grow professionally and contribute to our shared success. All successes, whether small or big are recognized and celebrated.

Join us and be part of a progressive company which creates meaningful impact for our clients worldwide.

Due to rapid growth, we are now looking for a **Customer Success Executive**to join our Support team.

Reporting directly to the **Head of Services and Support**, this person will be responsible in ensuring our customers achieve maximum value from our CTRM platform. By fostering strong relationships and identifying growth opportunities, this person will help drive long-term customer satisfaction, loyalty and retention.

Our Support team ensures all tickets are resolved promptly and effectively, meeting and exceeding the standards outlined in our **Service Level Agreements (SLAs)**. This is an exciting opportunity to work in a dynamic, fast-paced environment, directly impacting customer outcomes and business growth.

**Key Responsibilities**:
**1. Management of SLAs and Customer Relationship**
- Act as the primary point of contact for customer inquiries, concerns and feedback related to our CTRM platform.
- Build and maintain strong, long-term relationships by understanding customer business needs and objectives.
- Conduct regular check-ins to ensure customers are fully leveraging our platform to achieve their desired outcomes.
- Organise and lead weekly support meetings with customers to maintain engagement, satisfaction and trust.

**2. Proactive Support & Problem Resolution**
- Anticipate and identify potential issues before they escalate, providing proactive solutions to customers.
- Collaborate with Services, Support, and Development teams to resolve customer concerns efficiently.
- Partner with Support Analysts to ensure all issues are addressed, escalated when needed, and resolved to meet SLA requirements.

**3. Customer Retention & Growth Opportunities**
- Drive customer retention by identifying opportunities to expand platform usage and add value to their business processes.
- Keep customers updated about new features, product developments, and enhancements that align with their needs.
- Facilitate product demonstrations and training sessions to support customer adoption.
- Conduct regular business reviews to ensure customers are achieving their objectives and to identify additional opportunities for collaboration.

**4. Data Analysis & Reporting**
- Monitor customer usage and health metrics to assess satisfaction and engagement levels.
- Prepare reports and analyse customer feedback to provide actionable insights for internal teams.
- Maintain detailed records of customer interactions and progress.

**5. Internal Collaboration**
- Partner with Marketing and Product teams to provide customers with a seamless experience.
- Provide feedback and insights to the Product Owner to drive product improvements

**Requirements**:

- Proven experience in **Customer Success**, **Account Management**or a similar role within a B2B or SaaS environment.
- Strong interpersonal and communication skills with the ability to manage relationships at all levels.
- Strong business acumen with analytical skills to interpret customer data, identify trends, and provide actionable solutions.
- Proficient with tools like **JIRA**or equivalent platforms for ticket management.
- Ability to work both independently and collaboratively in a fast-paced team environment.