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Customer Experience Manager, Singapore

We are looking for a Customer Experience Manager. The incumbent will be tasked with building, maintaining, and cultivating relationships with our digital customers. By understanding the clients’ business and objectives, he/she will identify opportunities for growth, provide comprehensive reporting and help build executive consensus to implement and optimize new CRM, eCommerce or CPQ strategies.

RESPONSIBILITIES

  • A part of the customer success team and will help the customers grow with our solution.
  • Monitor product usage and maintain a forecast of renewals and expansion opportunities with your portfolio.
  • Produce and manage standardized contents for customer-facing knowledge.
  • Utilise tools (e.g. survey tools) to effectively listen to and gather customer feedback.
  • Effectively follow-up on customer’s usage and other KPIs.
  • Develop measure framework to baseline and track progress of moving from reactive to proactive detection of issues.
  • Liaise with the key stakeholders in the project or at the customer and plan with them further experience touchpoints.
  • Build relationships and network with the customers, understanding of their business strategy and KPIs and advise on new released functionalities.
  • Bring intelligent product feedback and recommendations from customers back to other Customer Success teams, as well as Product and Engineering.
  • Transform clients into champions whilst driving customer advocacy in the form of cases studies, testimonials, and referrals.

 

QUALIFICATIONS/EXPERIENCE

  • Bachelor’s Degree/Master in Computer Science, Information Systems or other studies with a similar emphasis.
  • Distinct knowledge in SaaS software and have much experience driving from a business perspective the adoption of it.
  • 4+ years of customer-facing project and consulting or customer success experience in CRM or ERP (ideally SAP CRM or SAP Sales Cloud and SAP ERP).
  • Industry background knowledge in Manufacturing / Engineering is available.
  • Distinctive quantitative and analytical skills and like to take over responsibility.
  • Open to work in an international environment and have strong communication skills for handling clients and end users.
  • Familiar with sales, digitalization, and marketing processes.
  • Self-motivated, proactive team player with innovative ideas to inspire adoption.
  • Exhibit willingness to learn, have a great interest in innovative SaaS solutions and like to stay on top of things.
  • Open to travelling to meet customers.

 

Send your application to us via email, to [email protected]





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