Client Success Officer

**About Signal Ocean**:Signal Ocean is the technology arm of the Signal Group, a diversified shipping services group with offices in London and Athens. Our main product, The Signal Ocean Platform, allows ship charterers, brokers and owners to securely process, combine and analyze complex arrays of private and public shipping data. Powered by sophisticated machine learning / artificial intelligence technologies, the platform delivers customized, exclusive insights that help our clients achieve performance and efficiency.

About the role: We are looking for a Client Success Specialist to join our Tech Sales & Marketing team in Singapore.

What you will do in this role:

- Listen to, capture and address client concerns and issues. Identify and provide clients with solutions/responses within business SLAs
- Learn, follow and improve the client support process. This includes issue escalation, troubleshooting, objection handling, and client ticket management.
- Identifying opportunities for upselling and cross-selling products or services to existing customers to increase revenue and promote customer satisfaction.
- Progressively familiarize yourself with the company’s products and services, with the business domain and the client personas, until you become an expert on them
- Organize and make client support more efficient through the development of support assets, such as response templates to frequently asked questions, educational blogs, explanatory videos or screen captures, etc
- Work as a liaison between the clients and product teams to provide feedback on roadmap features and new product releases.
- Please note that this job description outlines the primary responsibilities of the position, but the employee may also be required to perform additional tasks as necessary and directed by management.

**Requirements**:
**What you bring to the team**
- Experience in a client success role and 5-start client service mindedness are a must
- Aptitude to multi-task while meeting deadlines
- Bachelor's Degree in Business or similar is preferred
- Strong IT, quantitative and analytical skills are necessary
- Direct experience in Intercom, SalesForce and JIRA are an asset
- Creativity and great problem-solving skills are desired
- Track record of getting things done on time and on spec is a must
- A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills.
- Passionate about creative problem solving for customers and end users
- Self-motivated, eager to learn and thrive in a collaborative environment
- Capable of adapting quickly to changing priorities
- Experience with or able to quickly pick-up:

- Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint,
- Intercom,
- Salesforce
- Software products

**Benefits**

**What we offer**
- Competitive compensation with additional performance incentives depending on experience.
- Opportunity to work alongside experienced people with deep knowledge in software engineering, data science & shipping business who are always eager to mentor.
- 2-4 weeks of onboarding training to prepare you for your new role, having the opportunity to meet about 30 trainers/leaders while diving deep into our products and/or the shipping world.
- Career growth opportunities and a structured development discussion every 4 months
- Individual learning budget for training, seminars, conferences and unlimited free access to all Udemy courses.
- Regular team bonding events and activities.

Strict adherence to Confidentiality, Intellectual Property and Non-Compete provisions is expected.
- We are an Equal Opportunity Employer committed to diversity and inclusion in the workplace. At Signal, we believe that diversity of opinions, approaches and viewpoints is key to our innovation and success and we encourage that with our hiring, development and rewards practices. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics by law and take actions to eliminate those from our workplace._