We are seeking a highly motivated individual to join our team as a Customer Success Manager (Trade Finance). As a Customer Success Manager, you will engage the various financial, commodity and supply chain stakeholders to drive the digitalization in trade and contribute to overall efficiency of Singapore’s supply chain landscape.
Key Responsibilities
Ensure success for customers across their whole lifecycle
- As advocate for the Customer, define key business requirements, understand and anticipate Customer’s needs
- Plan and execute product and systems implementations (e.g. UAT, SIT, live production) to ensure smooth deployment
- Work alongside the wider team to implement solutions, ensuring that the product development, deployment, and Customer onboarding are delivered on time
- Support business outcomes for Customer helping them realize value from the product through continuous improvement in product design, delivery practices and customer satisfaction by understanding business needs
- Manage use case pipeline, account manage and act as point of contact for Customer’s feedback and issues
- Provide product knowledge to Customers and drive resolution in a timely and proactive manner
- Track and ensure realization of financial and non-financial targets and other strategic KPIs
- Drive and support expansion plan for existing use cases and drive user adoption
- Form strong relationships with customers, keeping them fully engaged and supported, liaising with both technical and business focused audience
Expand Customer base and Use Case adoption
- Work with existing Customers and stakeholders to drive Customer reference and prospects
- Deliver proactive customer contact strategy to engage, recruit and drive account growth
- Identify at-risk customer and execute remediation plan
- Overall responsible for the management of a portfolio of Customers to foster long-term business relationships
Be a key member of the team
- Have a Customer-first mindset and experience in delivering business outcomes
- Be highly collaborative and work across teams and stakeholders to deliver right outcome for customer
- Act as a role model for the team by always demonstrating the highest standards in business conduct; transparency, predictability, integrity and compliance
- Act as a company ambassador for internal and external events
Qualifications / Skills and Competencies
The ideal candidate would have
- ~ 5-10 years of relevant and current experience in structured trade and commodity finance products
- Proven track record for driving digitalization and/or process optimization in trade finance with passion for Digital solutions to address customer business problems
- Experience in key supply chain industry business processes with established network in various industry especially in the commodities sector. Bearing know-how of the nuances/ways of work related to trade finance transactions, credit facilities structuring, risk monitoring, supply chain financing
- Experience handling a portfolio of commodity clients including oil/energy, metals and soft commodities
- Strong business, trade and technology industry knowledge paired with an ability to “see the big picture” to identify the dependencies, plus the upstream and downstream impact of process enhancement
- Strong written and verbal communication skills. Ability to present comfortably and compellingly to senior audiences and to deliver difficult messages objectively to both internal and external stakeholders
- Strong ability to engage Customer and stakeholders with proficiency in aligning cross-topic objectives in multi-organizational set up
- Customer focused with strong interpersonal, negotiation and influencing skills
- Experience working in a team-oriented, dynamic and fast-paced environment
- Confident, self-motivated team player who thrives in a fast-moving environment
- Good understanding of software development principles and practices, and prior experience working with technical teams is a plus
- Prior experience and exposure to API, data platforms implementation is a plus
