Job Responsibilities:
- Design and implement a comprehensive customer success strategy aimed at enhancing retention, satisfaction, and long-term loyalty.
- Manage post-implementation support to ensure high system availability, proactive maintenance, and overall service reliability.
- Lead help desk operations, overseeing ticketing workflows to ensure adherence to SLAs and prompt issue resolution.
- Act as the primary escalation point for complex client concerns, collaborating cross-functionally to drive effective solutions.
- Conduct regular service performance reviews and integrate customer feedback to continuously improve service quality.
- Leverage customer data and analytics to uncover opportunities for process improvements and innovation.
- Establish and track key performance indicators (KPIs), including Net Revenue Retention (NRR), Customer Health Score, and SLA compliance.
- Recruit, develop, and manage a high-performing customer success team, promoting a customer-centric and data-driven culture. Work in close partnership with Product, Sales, and Technical teams to ensure customer success strategies align with overall business goals.
Requirements:
- Bachelor’s degree in Business, Information Technology, or a related discipline.
- Minimum of 8 years of experience in customer success, technical support, or a related field, including at least 3 years in a leadership role.
- Demonstrated success in aligning customer success strategies with broader organizational growth objectives.
- In-depth knowledge of post-implementation support, SLA enforcement, and end-to-end service delivery.
- Familiar with help desk platforms, customer success tools, and IT service management frameworks such as ITIL.
- Proven ability to design and execute customer success initiatives that align with business goals and drive measurable impact.
- Strong relationship-building skills with the ability to deeply understand customer needs, drive satisfaction, and increase loyalty and retention.
- Proficient in using customer analytics to shape strategy, anticipate needs, and proactively resolve issues for a superior customer experience.
- Skilled in process optimization to boost team efficiency and enhance customer engagement across the service lifecycle.
- Effective in communicating the strategic value of customer success across the organization, influencing stakeholders, and championing a customer-centric culture.
- Empathetic leadership style that supports both customer and team needs, fostering trust, collaboration, and accountability.
- Adaptable to change, with a forward-thinking mindset to embrace new technologies and lead teams through organizational transitions. Strong commercial acumen with the ability to identify revenue opportunities through upselling, cross-selling, and churn reduction strategies.
HOW TO APPLY:
We regret only shortlisted candidates will be notified.
Important Note: Trust Recruit Pte Ltd is committed to safeguarding your personal data in accordance with the Personal Data Protection Act (PDPA).
Please read our privacy statement on our corporate website www.trustrecruit.com.sg.
Trust Recruit Pte Ltd
EA License No: 19C9950
EA Personnel: Nyon Hock Sen
EA Personnel Reg No: R24124070
Report job
