Implementation & Customer Success Specialist

5 days ago

Singapore DOXA HOLDINGS INTERNATIONAL PTE. LTD. Full time

**Summary**:
Are you a dynamic self-starter who is familiar with technology and have a keen nose to sniff out sales opportunities? With Series A funding, we are on the lookout for new talent to help us take our software solution for enterprises to the next level and accelerate the growth of our ecosystem.

As an Implementation & Customer Success Specialist, you will be primarily in charge of the successful implementation of our Doxa Connex software platform and ensuring that clients actively use Doxa Connex for their entire procurement-to-payment functions.

**Who is Doxa?**

Doxa is a local start-up building a collaborative trade ecosystem that brings together buyers, vendors and financial institutions on a single system. Through our proprietary SaaS platform, Doxa Connex, we engage and connect different internal and external stakeholders to enable them to digitalise and streamline the full end-to-end process of procurement, payment and financing.

**Responsibilities**:

- Create project plan for each new client, detailing the tasks that need to be completed for the timely implementation of Doxa Connex, including integration with client’s internal system and bank payment.
- Ensure that project team is aware of key deliverables and project milestones.
- After the client attends training, provide initial support to answer specific questions regarding the setup and configuration, before gradually transition the client to the help desk for ongoing routine support.
- Main “point of contact” for existing clients.
- Understand clients’ workflow and help them to use Doxa Connex effectively and efficiently.
- Inform clients of new features that might be useful, and train or connect them with training.
- Coordinate customer-facing initiatives from other teams. E.g. connecting Marketing with users for testimonials, or connecting product development with beta testers.
- Track and drive customer usage adoption.
- Get clients to renew their subscription, and maximize Customer Lifetime Value (CLV or LTV).
- Keep up on what’s going on with client’s business, which will put us in a position to identify opportunities and risks and be more effective in serving them.
- Provide client feedback to Product Manager.

**Salary range**:$4,000 - $5,000

**Requirements**:

- Highly organized and able to multi-task.
- Self-driven and proactive nature.
- Excellent communication and interpersonal skills.
- Strong aptitude for technical software products.
- Knowledge of customer success processes.
- Experience in document creation.
- Patient and active listener.
- Passion for service.

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