Customer Success Manager

Telum Media; Singapore; Hybrid; SGD 50,000 - 70,000; Full time

Job summary

A technology company in media and PR seeks a Customer Success Manager in Singapore to support client management and enhance client retention. Responsibilities include client check-ins, onboarding new clients, and maintaining the CRM. The ideal candidate has a strong understanding of the PR market, excellent communication skills, and the ability to build client relationships. The role offers a hybrid working environment and a comprehensive training program.

Benefits

Comprehensive training and development programme

Hybrid working environment

Annual leave: 19 days

Company social events

Qualifications

• In-depth understanding of the PR market.
• Ability to work well with others.
• Drive to excel and go beyond.
• Ability to work in a fast-paced environment.
• Strong work ethic.

Responsibilities

• Support client management team with client check-ins.
• Execute an effective onboarding programme for new clients.
• Work closely with Senior Client Manager on client engagement.
• Maintain the company CRM and client database.
• Identify customers’ needs regarding the Telum product.
• Conduct client trainings.
• Examine client usage data to maintain existing accounts.
• Build relationships with key clients.

Skills

Creativity and innovation skills

Public speaking

Excellent communication and negotiation skills

Interpersonal skills

Attention to detail

Problem-solving aptitude

Customer-oriented mindset

Strong project management skills

Education

Degree educated or equivalent experience

Tools

CRM platforms

Job description

Overview

Are you a people person who thrives on making new connections? Are you looking to join a dynamic team that works at the intersection of the media and PR industries? Join Telum Media and take your career to the next level.

Telum Media is a tech company, founded in 2013, that builds connections between the communications and media industries across the Asia-Pacific region, Australia and New Zealand. We work with our friends in journalism and public relations every day to update our comprehensive, APAC-wide information platform, publish breaking industry news and host tailored regional networking and educational events.

We are looking for an ambitious Customer Success Manager to join our Client Management Team in Singapore. As part of the Client Management Team, you will work in a fast-paced environment with the existing team and other functions across the group.

Responsibilities

• Support the client management team to execute a regular programme of client check-ins and manage assigned clients to ensure maximum client retention rates through administrative, and occasionally direct, client management against set target.
• Execute an effective onboarding programme for new clients where needed.
• Work closely with the Senior Client Manager, Singapore and Group Head of Clients on client engagement and strategy where needed.
• Be the go-to person to take on clients for a short period of time in case of leave, departure and any other unforeseen circumstances in coordination with the Senior Client Manager, Singapore.
• Maintain the company CRM, client and PR database to the highest standard about client activities and PR / Corporate information.
• Ensure instant and timely communication with clients across a variety of channels (phone, email etc.) where needed.
• Identify customers’ needs and wants in terms of the Telum product.
• Ensure clients are aware of Telum’s features & functionality.
• Have responsibility for an ongoing client training programme and undertake client trainings.
• Assist with developing an ongoing client event series.
• Examine client usage data to maintain and grow existing accounts.
• Build long-term relationships with key clients and the PR industry in order to build and maintain existing accounts.
• Work with the customer support team to ensure quality of all client interactions.
• Work with the credit control team to ensure best client experience.

Qualifications

• Degree educated or equivalent experience
• Creativity and innovation skills.
• Public speaking.
• Have in-depth understanding of the PR market.
• Hands-on experience with CRM platforms.
• Ability to work well with others.
• Drive to excel and go beyond.
• Strong project management skills.
• Excellent communication and negotiation skills.
• Interpersonal skills.
• Ability to build relationships with clients.
• An organized approach to work.
• Attention to detail.
• Problem-solving aptitude.
• A customer-oriented mindset.
• Ability to work in a fast-paced environment.
• Strong work ethic.

Benefits

• A comprehensive training and development programme to support your career progression
• A hybrid working environment
• Annual leave: 19 days
• Company social events
• Our office is 3 minutes walking distance from Raffles Place MRT station

Telum Media is committed to inclusion and diversity, and we encourage all qualified individuals to apply for this position. If you are passionate about developing a career at the heart of the media and communications industries, we look forward to hearing from you.