Customer Success Specialist – Singapore
Job Description
What you’ll get to do:
- Own an APAC-based portfolio of 10 – 20 customers across all segments, and as their main point of contact, help them achieve their strategic CX automation goals while realizing significant value using Ultimate.
- Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and our partner CRMs.
- Engage in customer onboarding by helping to define project scope and minimizing time-to-value.
- Build strong customer relationships and keep engagement high by committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal.
- Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions, and providing proactive training and best practices.
- Work cross-functionally and build strong relationships with Professional Services, Sales, and Product Management, and be responsible for securing resources to realize our customers’ objectives.
- Provide regular reporting on automation, product adoption, and account health KPIs. Identify risk early and develop strategies to mitigate it.
- Lead quarterly business reviews with customers to align realized value with executive stakeholders and unlock expansion opportunities.
- Uncover expansion opportunities across new channels, markets, brands, and use cases and support Account Executives in closing them. Know your customers’ contracts and when changes to an existing contract are necessary.
