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Job Details

Location
Salary
SGD225000 - SGD320000 per annum, Benefits: high performing incentives
Job Type
Permanent
Ref
BH-165640-2
Contact
Jessica Ser
Contact email
Email Jessica
Contact phone
656692 9340
Posted
about 1 month ago
Being part of the Group Leadership team, this role will be spearheading the Customer Care & Experience team. Objective is to helping customers realize the full business value of the company’s platform of services through creative and innovative thinking and decisive action. Understanding the customer’s needs are met or exceeded by putting the customer as the priority.
Responsible for helping develop and execute on the strategic vision of the team by empowering and motivating this high-impact and diverse team.
 
This position will be responsible for, but not limited to the following specific duties:
  • Provide leadership, guidance, and mentoring to the Customer Success team
  • Build and maintain a customer success management function that is highly motivated and excited to deliver world class client support
  • Achieve target client satisfaction objectives across several sources of input (Transaction Surveys, Relationship surveys, other touch points)
  • Lead programs to help drive customer adoption and consumption of the organisation services through an understanding of the customer use case and objectives
  • Promote and support executive or corporate sponsored programs across the customer success function to achieve objectives
  • Identify opportunities and develop/implement solutions to enhance the customer experience and improve customer satisfaction – be the customer advocate
  • Ensure the Customer Success team has the necessary representation in service-related incidents and business continuity planning exercises
  • Manage and optimize Customer Success alignment policies and account base distribution with minimal negative impact to both external & internal teams
  • Engage in the customer escalation process and postmortems as needs dictate
  • Participate in strategic or highly visible customer meetings, Executive briefings, and quarterly business reviews to gain the customer perspective
  • Establish key performance metrics to measure success for the Customer Success Management function.
  • Partner with Internal key executive stakeholders (Head of Operations, Head of Delivery, Head of Business process etc. to ensure Customer Success Management staff is trained and knowledgeable on all tasks
Qualifications & Experience
  • Bachelor’s degree in IT or engineering related is required
  • Possesses strong IT background
  • Experience in a system integrator or technology industry is a must
  • Extensive management experience leading a Customer Success, Account Management or Customer Care function
  • Ability to balance, manage and prioritize both proactive and reactive team workload
  • Experience working in close collaboration with multiple & complex cross functional teams
  • Passion for leading highly effective teams in a high growth and rapidly changing environment, change management experience is preferred
  • Strong negotiation and team-building skills with the ability to create consensus among cross functional teams and leaders
  • Excellent written and verbal communication skills at all levels
  • Effective presentation capability and style for all levels of the organization
  • Technical aptitude and understanding of the technical service industry preferred
  • Requires strong decision making, analytical, and problem-solving skills
For more details feel free to drop an email with your CV.

Reg No. R1652932
BeathChapman Pte Ltd
Licence no. 16S8112