The Offer Attractive Salary & Benefits Fantastic work culture A role that offers a breadth of learning opportunities The Job The Customer Success Executives will be responsible for: Relationship Management – Execute programs to identify and nurture customer advocacy with all customer success managers, leverage on customer feedback and testimonial to drive business growth and brand loyalty.
Retention and Renewal – lead efforts to minimize churn and maximize customer retention and renewals.
Analyze and understand customer health metrics and implement proactive measures to address potential issues and mitigate risks.
Customer Engagement – Execute, iterate, and provide improvement in customer engagement using the T-12 customer journey playbook to foster long-term relationships and drive customer satisfaction.
Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing team to develop campaign to drive customer stickiness and revenue-uplift.
This will include different approaches to drive ARPU uplift with (Small-Medium-Large) S-M-L customer segment.
Customer management – Build and maintain executive relationship with customers, actively collaborate closely with customers, identifying their unique needs & challenges both from business and technical perspective, mapping them back to the solutions offered by Company.
Communicate and visualize customers' requirements/feedback or potential solution leveraging on existing offering to provide a unique solution to our customers, with product development team.
Performance Metrics – Key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU and CSAT.
Operational Efficiency – Leverage of Sales Performance Standard (SPS), SFDC and dashboard for performance monitoring, management, and process improvement.
The Profile Professional Experience A candidate for this position must have at least 2 years of working experience in customer success, sales & marketing.
Experience with face-to-face client meetings is required.
Strong background in B2B interactions and working with SMEs is required.
Experience with cross-selling and upselling is required.
Proficiency in Chinese/Mandarin is a must have.
Banking industry / credit companies experience is a plus.
Experience in working with corporate, enterprise accounts with sales cycles will be an advantage.
Strong analytical, negotiation and problem-solving skills with excellent communication and presentation abilities.
Commitment to customer satisfaction and passion for driving customer success.
Additional Requirements: Willingness to travel occasionally for customer meetings and industry events.
(Fixed Car Allowances provided) The Employer Our client grown into one of the leading HR & Recruitment companies in Asia Pacific.
A multiple award-winning company (Enterprise 50 Award by Business Times, Fastest Growing Companies in Singapore by The Straits Times, Fastest Growing Companies in Asia-Pacific by Financial Times)