The purpose of this role is to manage a team to drive customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers' pain points and address them with effective solutions; ii) to track customers' usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers
Responsibilities
Design and develop end-to end customer journey and success program
Define customers segments based on set criteria indicating customer importance, growth potential
Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products
Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickness and satisfaction
Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)
Drive positive customer experience and engagement, responsible and accountable to drive NPS and customer retention
Provide the right training sessions to induce more customers' usage
Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN's product, solution and content
Develop resource and material (online,digital media) to be used for education, customer training and sales enablement purpose
Develop strategy and lead
Designs training classes and training materials and prepares documentation
Conducts sales training needs assessments and analyzes employee training needs to determine requirements for new program development
Success to be measured by customers' usage by segments, customers' satisfaction for training, regular training sessions for key customers
Drive CDI and programs to better engage customers & build LN brand
Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
Develop and run programs for customer value-add and drive loyalty and brand awareness
Drive CDI and focus groups to assist with product development and improvement initiatives, and to increase account value and customer dollar spend
QualificationsEducation:
Specialized / Technical
Bachelor's Degree – preferably with legal qualification and/or knowledge
Understanding of SEA's legal market and legal persona
4-6 years relevant work experience in developing and managing end-to-end processes, both customer facing and back-end processes
Ability to develop new processes and adapt/improve current sales processes for maximum efficiency whilst identifying and reducing redundant processes
Experience
Independent ownership of work streams/projects and deliverables is a pre-requisite
Excellent leadership/communication, influencing and interpersonal skills
Experience in customer engagement, strong probing skills to understand customers' pain points
Excellent working knowledge of Excel, PowerPoint, CRM and reporting tools.
A strong analytical thinker with attention to detail in reports, and financial and operational analysis. and interpretation of information and statistical indicators.
A strong ability to collaborate internally with people across sales and corporate responsibilities.
A passion for commercial processes and systems that are effective and run efficiently#J-18808-Ljbffr