Job Title

Head Customer success

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Flintex Consulting Pte Ltd

606 Active Positions

Job Description

The Role
We are looking for a team member to join our Customer Success team as a Head- Customer Success with the full-time role below:

Responsibilities:

• Driving customer engagement and being the first point of contact for all customers on the platform
• New customer onboarding TAT and SOP to be refined and executed and maintained
• Developing customer retention strategy-account management, tracking and monitoring performance, customer engagements and soliciting feedback
• Improving customer satisfaction scores
• Customer feedback on product updates/improvements to IT for the platform
• Cross-sell, upsell SGeBIZ solutions to existing customers – buyers and full relationship management with suppliers
• Internal process improvements for onboarding, training, billing and follow through
• Hiring, training, and leading the customer success teams and initiatives
• Developing client classification metrics – based on performance and developing
client engagement plans per client classified profile Duties Include and not limited to:
• Manage customer portfolio development and growth, improve customer relationships promote retention, loyalty, ultimately improving customer lifetime value, reducing churn, and the expansion of customer base
• Collaborate with Marketing, Sales Operations (training and support), IT, Accounts and HR (ensure interdepartmental communications flow),
• Weekly/Monthly Business Reviews to ensure customer retention and expansion
• Create policies and procedures that optimize the customer experience and ensure adherence
• Establish correct on-boarding, training, and support procedures, ensure that all customers are successfully utilizing the products are fully engaged and getting the value that they expect
• Acquiring new customers through the existing customer base (open and develop sales channel),
• Analyze and then use data from relevant interactions from customers and our platform to proactively enhance customer relationships, utility, while ensuring customers’ experience of the company’s products a seamless, consistent whole (increase usage and reduce churn),
• Gather feedback from customers or prospects and share with internal team regarding product and service improvements (develop and introduce new features),
• Participate in technology product design to create the tools that customers need
• Represent the voice of the customer to provide input into every core product, marketing, and sales process, shaping the right kinds of leads to bring into the company (improve sales processes),
• Collaborate closely with team members to support subscription renewals (reduce churn and aid in AR), Conducting market surveys to identify selling possibilities and evaluate customer needs (upsell and develop and introduce new features).
• Manage and motivate team and leading them to ensure that they develop and deliver to full potential

Expected skills and experience:

• Bachelors in any Business field (Prefer Business/IT)
• 4-5 years’ experience in relevant role
• Prior working experience in Customer Success and Operations at a SaaS business is a plus,
but mainly we are looking for candidates who have been in a customer facing role.
• Troubleshooting/Critical thinking skills
• Strong business acumen and analytical skills
• Self-driven and motivated
• Problem solving skills
• Understanding of payments products and industry will be a plus

Tags: Customer Success, Head Customer success, operations, SaaS business

Have a question?

One destination for all your questions, just a click ahead ! Email – talent@flintex.com.sg or call +65 6523 2746
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