We are seeking a Customer Success Specialist to join our sales team based in Singapore. As a Customer Success Specialist, you will partner with Account Managers to ensure that their clients receive a best-in-class account management experience that leads to the client continuing and expanding their relationship with SHL.
Key Responsibilities:
- Partner with multiple Account Managers to manage a portfolio of clients and client services plans.
- Monitor and report clients’ usage level /trends on SHL assessment platforms on monthly basis /upon request to assist account managers in up-sell/cross-sell and renewal conversations.
- Handle inbound requests from all levels of users on a daily basis, act as interface between clients and internal SHL teams to ensure that all client issues are captured, catalogued, and addressed.
- Provide internal sales support and research to assist Account Managers hit/exceed goals.
- Schedule and ensure timely completion of client interactions, including: Onboarding, Mid-Term Value Reviews, Renewal Calls, etc.
- Identify cross-sell opportunities with existing clients and schedule Sales Interactions.
- Build relationships with key stakeholders, create a great client experience to ensure a long and successful relationship, to support renewals and growth.
- Manage coordination among internal stakeholders to ensure relevant account information is shared and a strategic plan for management of accounts is set.
- Uphold and improve client satisfaction through continual product and proactive client discovery and communication.
- Participate in process improvement activities to ensure productive and successful business relationships.
- Coordinate and oversee client projects with internal teams.
- Develop operational –level client relationships and references
Required Skills & Experience:
- Bachelor’s Degree (all majors welcome)
- Relevant work experience in customer service, sales or account management
- Excellent written and oral communication skills
- Excellent relationship-building skills
- Superior problem solving ability
- Effective time management skills and ability to work well under pressure
- Strong attention to detail
- Excellent organization, multitasking and prioritization skills
- Ability to work with a wide variety of internal and external stakeholders across different geographies and culture
Our Ideal Candidate Also Has:
- Proficiency with Excel and PowerPoint
- CRM database management experience
