Role & Responsibilities :

1. Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs.

2. Serve as a product, company and industry ambassador, keen on educating prospects and customers on the capabilities of product/features.

3. Conduct weekly, quarterly and annual customer success reports to ensure customers optimise our product/service, issues are resolved proactively and customer goals are met.

4. Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.

5. Identify and prioritise product updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.

6. Provide insight and relay the voice of customers with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

Qualification and Skill Requirement :

- Bachelor's Degree or equivalent experience in Customer Success, Customer Support, Sales, Business Development or Account Management or related field.

- 2-3 years in Customer Success, Consulting, Business Development, Sales or related fields.

- Proven experience building strong customer relationships and efficiently communicating internal and external voices.

- Previous experience growing, scaling, training and supervising a CSM team.

- Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.

- Ability to travel as needed.

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