Customer Success Lead
4 days ago
“Make every logistics journey your best one yet” - Quincus
**The Company**
Founded in 2014, Quincus is a B2B supply chain operating SaaS platform headquartered in Singapore. We solve today's global supply chain challenges with groundbreaking technology. Using AI and machine learning, we have digitized and optimized the logistics process while giving customers full transparency into their supply chain.
Quincus was founded by two visionary entrepreneurs who possess more than a decade of experience in tech. Chief Product Officer Katherina-Olivia Lacey is leading a tech revolution in this space while empowering women in the supply chain industry. Jonathan E. Savoir, Chief Executive Officer, appeared on Forbes' 30 Under 30 Asia List in 2020, and also serves on the boards of several startups.
We are looking for a Customer Success Lead who can provide ongoing support to our enterprise customers, build relationships and drive our team’s mindset to provide incredible service and ensure product adoption.
***
**Your day to day**
- Establish clear client retention goals and increase customer retention
- Implement a scalable go-live and onboarding framework
- Implement a scalable training & education programme for our enterprise customers
- Regularly promote the value of the product and collect customer feedback
- Build and maintain relationships with enterprise customers
- Regularly revisit the mapping of customer journey
- Build & implement customer success playbook
- Oversee that incidents and enquiries are timely responded at highest satisfaction
- Lead & inspire customer success managers and customer support managers in your responsibility
**Who you are**
- Proven work experience as a Customer Success Manager/Customer Success Lead or similar role
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skill is required, as they relate to the use of the product
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
***
**What’s in it for you.**
People: Work with passionate, smart, and entrepreneurial go-getters.
Fun environment: Cool office space, stocked pantry, and team bonding.
Compensation: Competitive salaries and benefits.
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