Customer success Manager.

We are recruiting for a Customer Success Manager for an AI Platform based in Singapore.

Be a part of the digital disruption in #1 AI chat automation company. Exposure to the fast-paced world of high-tech start-ups.

Our client works with governments and enterprises to build and deliver AI-powered bots that automate business processes.

At the forefront of automation, they work with interesting technologies that help to respond and communicate with end users.

Customer Success Manager - Key Responsibilities

• Own and drive customer success through data-driven recommendations and function effectively as a key point of contact between the company and customers.
• Drive the customer success organisations capability by delivering management visibility into business performance, providing insights and ensuring our teams are optimising how they deliver customer value and actively managing CRM data delivering crucial and timely insights.
• Operational effectiveness: Own and lead operational processes of the customer success organisation, such as target setting, budget allocation, reports and dashboard development, data checks & maintenance, bi-weekly reporting, QBR & MBR support.
• Process optimisation's: Continuously gather inputs, requirements and project manage changes to our processes that result in improvements in customer success productivity.
• Project Management: Lead directly to drive smooth execution of strategies & projects within the customer success organisation.
• Voice of Customer: Represent the voice of the customer to provide input into every core product, marketing and sales process, ensure that customers understand insights of the products/services and receive the most value out from it.
• Own and drive renewals, up sells, cross-sells, NPS and expansion opportunities.
• Serve as the primary contact for newly on boarded customers, a training platform for end-users, as well as other post-go-live support.
• Collaborate with internal stakeholders to set up or configure software platform as per customer's requirements and troubleshoot technical issues raised by customers.
• Optimise existing processes and proactively drive Customer Success initiatives.

Skills & Experience required

• Bachelor's Degree or equivalent.
• Min 5 years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another customer-facing role.
• Experience in working with complex, multi-divisional, multi-geographical customers.
• Ability to create structure and design effective processes.
• Passion for technology experience in a fast-growing SaaS company a plus.
• Good technical and data analytics skills.
• Excellent communication and interpersonal skills.
• Driven, self-motivated, enthusiastic and with a "can-do" and "customer first" attitude.
• Good organising skills and able to work well under pressure and meet tight deadlines.

EA license No. : R1657232
Agency License No.: 11C4388

Phee Farrer Jones is acting as an Employment Agency in relation to this vacancy.