Head of Customer Success

KADDRA PTE. LTD.
  • Job Category
    Customer Service, General Management, Information Technology
  • Job level
    Middle Management
  • Contract type
    Full Time
  • Location
    Islandwide
  • Salary
    S$8000 - S$10000

Job Description

As Kaddra’s Head of Customer Success you are the Kaddra product specialist across the suite of offerings. You are responsible for managing the Customer Success team including the KPIs and targets of the Customer Success team. In addition, you are responsible for supporting the sales team and customer for product related issues.

YOUR ROLE WILL INCLUDE:

  • Owning the onboarding process for new customers from day one until go-live
  • Customer account management including being the voice of the customer, advocating to the Sales and Product teams to ensure the needs of customers are met
  • Representing the customer's viewpoint in the product roadmap and feature definition
  • Strengthening and growing client relationships including upselling new solutions and increasing revenue from the existing services, and proactively managing churn
  • Ensuring customer facing documentation is kept up to date and relevant and creating and implementing processes and a programs
  • Conducting surveys to gauge customer satisfaction
  • Managing day-to-day communication with accounts, and act as a trusted point of contact for business discussions
  • Identifying common customer challenges and actively suggest better solutions
  • Maintaining high levels of customer engagement and satisfaction with a focus on customer loyalty
  • Developing metrics for defining the success of an on-boarding plan, and reviewing progress during quarterly meetings
  • Meeting with customers onsite/virtually to discover and understand their needs
  • Coaching customers to be product experts and provide training to their teams
  • Partnering with marketing to create opportunities for customer references and case studies

WE ARE LOOKING FOR CANDIDATES WITH:

  • Experience working in a customer success or client facing role in a SaaS start-up environment
  • Highly process orientated and the ability to design and implement process efficiencies for internal and external needs
  • Team leadership experience and the ability to hire and mentor customer success executives
  • Excellent stakeholder management skills

Closing on 19 Dec 2021