About Us
Verz Design Pte Ltd is a leading web design agency in Singapore, specializing in creating stunning and effective online solutions for our clients. We are seeking a dynamic and results-driven Customer Success Specialist to join our team and contribute to our growth in the digital space.
Job Summary
As a Customer Success Specialist, you will play a crucial role in ensuring the smooth operation, managing website maintenance and its renewals and ensuring client satisfaction throughout the renewal process. You will collaborate closely with other team members to deliver outstanding support and service to our clients.
Responsibilities:
- Proactively reach out to existing clients via phone, email, WhatsApp and in-person meetings to discuss website maintenance renewals.
- Understand clients’ current website maintenance needs and provide personalized recommendations for renewal packages based on their requirements.
- Prepare and present renewal proposals and contracts to clients, negotiating terms and pricing as needed to secure renewals.
- Coordinate with internal teams such as sales, support, and finance to ensure smooth renewal processes and address any client concerns or questions.
- Act as a primary point of contact for clients regarding maintenance-related inquiries, updates, and issue resolution.
- Provide timely and effective technical support to website users via email, chat, or phone, addressing inquiries, troubleshooting issues, and resolving problems.
- Maintain detailed records of renewals, support interactions and follow-up activities.
Sales and Customer Engagement:
- Engage with clients to understand their needs, provide product recommendations, and assist with the purchase process.
- Utilize upselling and cross-selling techniques to maximize revenue and increase average order value.
- Proactively reach out to existing and potential customers to promote special offers, discounts, and new maintenance plans.
- Leverage customer feedback to identify areas for improvement and enhance the overall renewal experience.
Reporting and Analysis:
- Track and analyse customer interactions, sales metrics, and support ticket data to identify trends, patterns, and opportunities for improvement.
- Generate regular reports on website maintenance, renewal rates, and sales effectiveness.
- Collaborate with cross-functional teams to implement strategies to optimize renewal sales and enhance customer satisfaction.
Qualifications:
- Diploma / ITE in Business or a related field.
- Excellent negotiation and persuasion skills to successfully close renewal deals and upsell additional services.
- Strong communication skills, both written and verbal.
- Experience working in Sales will be an advantage.
- Motivated, result-oriented, and good time management
- Good team player and able to work independently.
- Proven experience in website maintenance is a plus, preferably in a web design or digital agency.
Why Join Us:
- Opportunity to work in a dynamic and creative environment.
- Competitive salary and performance-based incentives.
- Career growth and development opportunities.
- Collaborative team culture.
- Contribute to the success of a leading web design agency in Singapore.
To apply, please send your resume outlining your relevant experience and why you are the ideal candidate for this role to [email protected]
