Client Success Specialist - Enterprise Support

About the Role

We are seeking a Client Success Specialist to join our team and manage a portfolio of Enterprise Premium Support clients. This position involves coordinating closely with Program Managers and Sales teams to meet client needs, promoting innovation, adopting best practices, and leveraging technologies to resolve challenges.

This role offers a supportive environment fostering personal and professional growth, mentorship, and inclusive leadership. You will be part of a collaborative community emphasizing your unique input and helping you reach your full potential.

Key Responsibilities

• Oversee day-to-day reactive client support requests, delegating where appropriate to Managed Services or Product Support or handling directly.
• Ensure that all contractual scope of work for customers is completed satisfactorily.
• Develop tailored "blueprints" for Searches and Dashboards to address complex client needs effectively.
• Track support consumption in your portfolio and share insights and trends with Customer Success Managers and Program Managers.
• Collaborate with Program Managers to continuously improve Enterprise support offerings.
• Assist with operational duties related to software and service delivery.
• Detect workflow inefficiencies and out-of-scope requests; aid in aligning stakeholders on Enterprise support boundaries.

Candidate Profile

• Possess a Bachelor’s degree or higher in any discipline with minimum 2 years of business-to-business client support experience, preferably in SaaS.
• Have expertise in at least one significant business sector such as Retail, Consumer Goods, Government, Communications, Media, Technology, Health, Life Sciences, Financial Services, or Agencies.
• Exhibit robust analytical abilities to solve business problems.
• Demonstrate strong communication, presentation, and persuasive skills across all organizational levels.
• Be adept at cross-functional teamwork, prioritizing client satisfaction with a customer-centric approach.
• Experience managing large-scale enterprise implementations is highly advantageous.
• Proficient in Boolean logic and structuring data effectively.
• Excellent written and spoken English skills.
• Willing to work in a hybrid model requiring presence in office three days per week.
• Legal authorization to work in the country of employment is required.

Benefits

• Flexible paid time off to support your work-life balance.
• Comprehensive health insurance with an annual health screening.
• Discounts on select restaurants and retail outlets through a partnered food delivery service.
• Employee assistance programs covering mental health, legal, financial, wellness, and behavioral support.
• Free subscription to CalmApp for you and your family.
• Energizing hybrid work environment.
• Progressive family leave policy that grows with your tenure.
• Inclusive workplace culture with ample opportunities for professional growth.

Work Location

Office situated at 60 Anson Road #18-03 & #18-03A, Singapore 079914.

Equal Opportunity Statement

We are committed to a diverse and inclusive workplace that prohibits discrimination and harassment of any kind. Employment decisions are made based on needs and qualifications without regard to any protected status. We encourage individuals from all backgrounds to apply and join us in driving innovation and making a positive difference.

We utilize AI tools to enhance hiring process efficiencies; however, final decisions are always made by humans with fairness and compliance with laws.