Customer Success Specialist

INFO-TECH SYSTEMS LTD.; Singapore; On-site; SGD 48,000 - 75,000; Full time

Job summary

INFO-TECH SYSTEMS LTD. in Singapore is seeking a Customer Success Specialist to ensure clients derive maximum value from our HRMS and accounting software. You will be the main contact for assigned clients and drive adoption, satisfaction, and retention.

You will collaborate with sales and support teams, monitor usage metrics, and translate client feedback into product improvements. A degree in business or IT and SaaS customer-facing experience are preferred.

Qualifications

• Bachelor's degree in Business Administration, IT, or related field advantageous.
• Proven experience in a customer-facing SaaS/tech role.
• Strong knowledge of HRMS and/or accounting software is advantageous.
• Excellent communication and interpersonal skills.

Responsibilities

• Act as the primary point of contact for assigned clients, understanding their business needs, and providing proactive guidance on HRMS and accounting software.
• Retain existing clients by understanding problems faced clients from our system to facilitate user adoption and proficiency.
• Develop and maintain strong, long-term relationships with clients, actively listening to their feedback and identifying opportunities for enhanced service delivery.
• Collaborate with the sales and support teams to relay customer feedback and contribute to the improvement of our software products.
• Monitor customer health metrics, analyze usage data, and prepare reports to track customer satisfaction and identify areas for improvement.

Skills

Customer focus

Relationship building

Communication

Analytical thinking

Proactive problem solving

Education

Bachelor's degree

Tools

HRMS software

Accounting software

Job description

We are seeking a dedicated and customer-focused individual to join our team as a Customer Success Specialist. This role is pivotal in ensuring our clients derive maximum value from our software solutions, fostering strong relationships, and driving customer satisfaction and retention.

Key Responsibilities:

• Act as the primary point of contact for assigned clients, understanding their business needs, and providing proactive guidance on the utilization of our HRMS and accounting software.
• Retain existing clients by understanding problems faced clients from our system to facilitate user adoption and proficiency.
• Develop and maintain strong, long-term relationships with clients, actively listening to their feedback and identifying opportunities for enhanced service delivery.
• Collaborate with the sales and support teams to relay customer feedback and contribute to the improvement of our software products.
• Monitor customer health metrics, analyze usage data, and prepare reports to track customer satisfaction and identify areas for improvement.

Requirements:

• Bachelor’s degree in Business Administration, Information Technology, or a related field is advantageous.
• Proven experience in a customer-facing role, preferably in a SaaS or technology company.
• Strong understanding of HRMS and/or accounting software systems is advantageous.
• Exceptional communication and interpersonal skills with the ability to engage effectively with clients at various levels.
• Analytical mindset with the ability to interpret data and derive insights to enhance customer success initiatives.
• Proactive and solutions-oriented approach towards customer needs.