Customer Success Ops Lead — Stakeholder & Adoption

Skills and Workforce Development Agency; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

Skills and Workforce Development Agency is seeking a Customer Success Ops Specialist to support the operational delivery of customer success, stakeholder engagement and product adoption for the Jobs-Skills Portal (JSP) and related Jobs-Skills Intelligence (JSI) products.

The role focuses on stakeholder support operations, feedback management, reporting, onboarding coordination and operational follow-through to ensure positive user experiences and effective adoption of products and services.

Qualifications

• Experience in customer service operations or stakeholder engagement support.
• Experience coordinating multiple stakeholders and operational processes is an advantage.
• Experience supporting digital products, platforms or service delivery initiatives.

Responsibilities

• Coordinate and track stakeholder enquiries received through various engagement channels.
• Monitor response timelines and ensure timely follow-up with relevant internal stakeholders.
• Support stakeholder onboarding activities and facilitate access to products, tools and resources.
• Maintain records of stakeholder interactions and support requests.
• Consolidate, monitor and analyse stakeholder feedback and adoption metrics.
• Maintain customer success trackers, engagement logs and feedback repositories.
• Coordinate follow-up actions arising from stakeholder feedback and operational issues.
• Support implementation and testing of process improvements arising from user feedback.
• Support outreach and engagement activities to increase awareness and adoption of JSP and JSI products.
• Assist in organising onboarding sessions, demonstrations and product launch activities.
• Track stakeholder participation, engagement metrics and adoption indicators.
• Prepare regular reports, presentations and updates for internal stakeholders and management.
• Maintain and update stakeholder databases, engagement records and dashboards.
• Prepare adoption and engagement reports for management review.
• Coordinate logistics and administrative support for events and product launches.
• Track action items and timelines for project teams.

Skills

Organisational skills

Coordination

Stakeholder management

Attention to detail

Multitasking

Communication skills

Excel

PowerPoint

Tools

Microsoft Excel

PowerPoint

CRM systems

Job description

Skills and Workforce Development Agency is seeking a Customer Success Ops Specialist to support the operational delivery of customer success, stakeholder engagement and product adoption for the Jobs-Skills Portal (JSP) and related Jobs-Skills Intelligence (JSI) products.

The role focuses on stakeholder support operations, feedback management, reporting, onboarding coordination and operational follow-through to ensure positive user experiences and effective adoption of products and services.