Customer Success - Singapore Clients

Sleek; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Sleek, a rapid-growth back-office platform for micro SMEs, is seeking a Customer Success - Renewals professional based in the Philippines or Singapore. You will own renewal activities to drive revenue growth and customer satisfaction.

You will collaborate with accounting, corporate secretariat, product and data teams; leverage Tableau, Zendesk and HubSpot to analyze pipeline and resolve renewals with expediency.

Qualifications

• Minimum of 8 years experience in Sales, Account Management or Customer Success.
• Experience with SMEs and startups in fast-paced environments.
• Familiar with Tableau, Zendesk and HubSpot.
• Ability to collaborate cross-functionally and resolve issues.
• Data-driven with ability to manage pipeline and renewals.

Responsibilities

• Achieve renewal rate targets on a monthly basis, along with CSAT targets.
• Investigate customer end-to-end interactions with Sleek across departments to drive resolution.
• Maintain high customer satisfaction to support trust, retention and renewal.
• Achieve cash collection targets on a monthly basis through renewal, upsell and upgrades.
• Track your pipeline in a data-driven manner and prioritise ticket resolution to hit monthly targets.
• Collaborate with cross-functional teams (accounting, corpsec, product, data) to improve renewal processes and share best practices.

Skills

Sales

Account Management

Customer Success

Tools

Tableau

Zendesk

HubSpot

Job description

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs. We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space. We operate 3 business segments: Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign. We are the market leaders in Singapore with ~5% market share of all new business incorporations Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK. We have around 500 staff with an intact startup mindset. We have recently raised Series B financing off the back of >70% compound annual growth in Revenue over the last 5 years. Sleek has been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia. Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Asia Pacific.

Requirements

We are looking for Customer Success - Renewals person who is excited about the below Mission and Outcome.

Mission

The main mission is to help Sleek achieve its revenue target by renewing all services in our existing clientele. We are looking for a customer focused, sales and data driven customer success person to join the team and contribute to Sleek's growth!

Outcomes

• Achieve renewal rate targets on a monthly basis, along with CSAT targets
• Conduct detailed investigations into the customer's end-to-end interactions with Sleek, working cross-functionally with relevant departments to drive resolution.
• Ensure a high level of customer satisfaction that supports trust, retention, and a seamless renewal.
• Achieve cash collection targets on a monthly basis through renewal, upsell and upgrades.
• Have a good understanding of own pipeline, track it in a data driven manner, prioritise ticket resolution to drive monthly targets
• Collaborate with cross functional teams (accounting, corpsec, product, data) to improve renewal processes, share best practices with team and also be proactive in nature

To do this, you will have a minimum of 8 years experience as Sales, Account Management or Customer Success, in role carrying sales target and customer facing abilities and you will be located in the Singapore or in the Philippines.

Must Haves

• Experience working with SMEs, startups, fast paced setups in Singapore market
• Exposure to different culture because Sleek clients are from all over the world
• Ability to resolve issues by collaborating internally and externally
• Familiar with Tableau, Zendesk, Husbpot
• Experience handling complex customers and trouble shooting/escalations
• Proactive to take up new projects to completion

Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles

• Sales Driven & Ownership: This shows reliability and helps build trust within the sales team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.
• Humility: There is so much we don't know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.
• Structured Thinking & Target Focused: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you're more analytical or creative in nature, keeping in view our business goals and being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.
• Data driven: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it's critical that we use sound data to support our strategies and review the success of our initiatives.
• Can have tough conversations in a positive way: It's not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work.

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