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Job Title:  Customer Success Associate

Job ID:  1602
Department:  Business Development
Category:  Business Development

Singapore, SG

Employment Type:  Permanent

The Role
Our Customer Success team is a collaborative, fast paced and evolving group, responsible for customer engagement and overall successful sales implementation for our Sea/ platform and applications. We are seeking a Customer Success Associate to join us in what is an exciting time for our business. In this role you will be responsible for driving customer engagement and adoption through to customer onboarding and will strive to deliver excellence in customer satisfaction.


Role Responsibilities
• Responsible for driving client adoption and outcomes leading to renewals, expansion and advocacy.
• Respond to client’s questions and requests through web-based tools, as well as phone calls and face-to-face meetings.
• Conduct regular on and off-site meetings to understand and discuss customer’s business requirements and business issues and explore how the Sea/ platform can help address and resolve these issues.
• Organise & conduct product demonstrations.
• Assist in the development of customer engagement processes and tools.
• Assist in identifying product adoption and competitive trends within each customer segment.
• Be able to wear many “hats”; communicate and coordinate processes cross-functionally on a regular basis that will help meet targets.
• Represent the voice of the customer to provide input into product management, marketing and sales processes and manage relations with the support team to support renewals and expansion opportunities.
• Assist with the development of technical educational, marketing, and sales material in support of customer success.
• Work closely with the wider customer success and support teams to successfully onboard customers and provide pre and post go-live support.
• Provide insights to customers to ensure that they get the most out of the platform and applications with the aim of helping grow our customer base.
• Identify areas for growth within existing accounts and generate upsell opportunities to hand off to an Account Manager.
• Some travel will be required (subject to the current COVID-19 pandemic).


Skills and Experience
• Experience in customer success, account management or sales
• Experience of tech / start-up / SaaS environment preferable
• Experience or exposure to shipping and maritime industry is a plus but not mandatory
• Customer focused, with strong client facing skills and a successful track record of engagement management
• Strong project management skills, with the ability to manage a portfolio of multiple projects running simultaneously
• Excellent verbal and written communication and presentation skills
• Able to work in a fast-paced environment with a rapidly growing company
• Self-starter who is driven and able to work autonomously, with a bias towards action
• Able to build relationships quickly and collaborate with internal teams
• Technical acumen with strong product/technology/industry knowledge
• Commercial mindset, able to show business value of a product


What can you expect from us?
You will have an exciting opportunity to join and be part of a leading organisation that is shaping the maritime industry.
We offer an excellent package, comprising of a competitive salary, annual bonus opportunity and amazing benefits.