Customer Success Manager

3 weeks ago


Singapur, Singapore Hubble pte Full time
  • You will be responsible for overall customer wellbeing by monitoring customer health and acting as an escalation point for customer issues. 
  • You will produce success and maturity plans, identify expansion opportunities and billable services and manage contract renewals. 
  • You have the magic combination of domain expertise, enterprise implementation project management experience, and customer management
    • Be customer centric, and own customer relationships from implementation onboarding to continuous productadoption across multiple departments, stakeholders, and business users (including first-level technical support).
    • Create, identify and qualify upselling opportunities by maintaining regular contact with customers.
    • Dedicated point of contact for product training and platform questions.
    • Analyze customer behavior and data to formulate strategic engagement plans.
    • Proactive strategic engagement with clients.
    • Get customer feedback and feature requests for products to contribute to product development and road map.
    • Maintain a high degree of advocacy, management and control.
    • Develop strategic growth plans for key accounts in your portfolio.
    • Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
    • Drive enterprise subscription renewals, growth and expansion bookings.
    • Build a high quality "success plan" inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
    • Ensure that all issues and incidents are handled and supported in a timely manner

Requirements

  • Minimum 5 years experience in Customer Success & Enterprise Solution delivery roles
  • Bachelor's degree
  • B2B software experience is preferred / Project Management experience is a plus
  • Proven track record of working in a customer facing role, in a fast-paced environment
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong customer service and troubleshooting/problem solving skills.
  • Strong team, networking and relationship building skills.
  • Highly organized, collaborative and detailed oriented
  • Good communication skills: able to draw analogies, distill complex situations into simple concepts.
  • A Strong sense of urgency and prioritization
  • Solid presentation skills; ability to present and discuss strategies and technical information in a manner that builds rapport, able to persuades others, and help customers gain understanding

Benefits

  • Hybrid work arrangements
  • Engagement
  • Leave benefits


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