Customer Success Manager, Singapore at TradeGecko
Here at TradeGecko, we’re building the world’s leading order and inventory management platform by redefining B2B commerce operations, connecting the global supply chain and making boring business software a thing of the past.
With our HQ in a converted shophouse in downtown Singapore, TradeGecko is fast becoming recognized as the face of Singapore technology and is one of the region’s coolest start-ups. We will surround you with the brightest, most capable and interesting of co-workers, and you will receive the hottest tools, a competitive package, access to a well-stocked pantry as well as the opportunity to develop in an organization that truly values personal and professional development.
We’re always being asked how we've got such quick traction in the market and the answer is simply because we hire great talent. Hiring relentlessly resourceful individuals, in order to complement our already talented Geckos, with even more talented Geckos, is a constant activity due to our fast growth.
Our Geckos come from a wide variety of backgrounds, with a wide variety of skills and are focused on our mission to enable Global Commerce and make our customers even more awesome.
Do you love to helping people? Are you always looking for ways to grow revenue while building business relationships? Do you have a track record of creating customer advocates and driving new business through referrals and expansion opportunities? Do you believe that there can be no business success without customer success? If you answered yes to these questions, then this may be just the role for you!
Role: We’re looking for a dynamic, highly personable, opportunity-driven, and resourceful Customer Success Manager to join our awesome team in Singapore! You’ll be a key partner to our customers’ success, helping to get them up and running on our platform and transforming their businesses.
This is what you will be doing for our customers:
On board and partner with our customers, helping to ensure that they’re happily up and running on our platform
Build strong relationships with our customers, anticipate their needs and help them use our product to make their businesses more effective and successful
Guide and educate customers utilizing various self-help options and articles.
Collaborate with the support team and other internal stakeholders to help customers resolve issues they are facing.
Proactively reaching out to customers to inform, educate, cross-sell and upsell.
This is what you will be doing for the TradeGecko Team:
Measure Customer Engagement by tracking how our customers are using the product and provide this information to our teams so that we can better serve our customers
Work closely with your customers to:
Develop and close expansion opportunities within your cohort of accounts and through referrals.
Develop and implement best practices for serving our customers that will reduce churn rates to an absolute minimum.
You'll be a champion for the customer in internal discussions and help the engineers prioritise feature requests and bug fixes.
Accurately document contact summaries and opportunities.
What are we looking for:
Outstanding command of the English Language - written and spoken. You will be able to articulate with superb customer communication skills, both over phone and via email.
Degree/Diploma holders in Mass Comm/Communications or other related fields preferred.
Min. 1- 2 years experience in a customer success or account management role.
Tech savvy with a good understanding of Saas metrics.
Experience in working with SaaS Enterprise Applications (Salesforce, Zendesk, Zopim. etc.).
Experience in working within SLAs (Service Level Agreements) and achieving tight KPIs (Key Performance Indicators).
Detail-oriented with strong organizational skills and the ability to multi-task and prioritize in a fast paced, dynamic work environment.
Highest degree of initiative, courtesy and professionalism to build valuable client relationships that you will leverage to generate a positive feel in market and contribute significantly to the revenue and company growth.
Comfortable with Google Apps (Gmail, docs, calendars).
Writing/web content creating experience is a plus.
Confident and proactive team player. You will also be self-motivated and able to think on your feet when dealing with customers.
Resourceful, sharp, friendly, quick-thinking and empathetic should be some of the adjectives used to describe you.
You are passionate about software and online apps.
You are a proven collaborator and team player who can easily liaise with different levels and departments both externally with customers and within TradeGecko..
What's in it for you?
Work with a multi-national, multi-talented group of marketers, sales people, engineers, designers.
You will be a part of a globally competitive Customer Success Team that uses the most modern tools and best practices.
Be in constant contact with smart and driven people who will take you to that next level.
Opportunity to shine - we make decisions together and we grow together.
Be part of a fast growing company that nurtures the entrepreneurial nature and startup culture and always encourages everyone to be themselves and be creative.