Customer Success Specialist

5G-Starlink Pte.; Singapore; On-site; SGD 71,000 - 106,000; Full time

Job summary

5G-Starlink Pte. is seeking an experienced Customer Success Specialist who loves customer advocacy and delivering impeccable service. You will develop relationships that promote retention and loyalty, and collect feedback to optimize the customer experience.

You will coordinate with the engineering team for onboarding, serve as the main contact and escalation point, monitor churn risk, and pursue upsell opportunities while supporting growth in the Singapore market.

Qualifications

• 3+ years in customer success, preferably in energy, construction, or technical sectors.
• Proven conflict resolution skills.
• Strong organizational skills and excellent verbal and written communication.

Responsibilities

• Develop a trusted advisor relationship with our customer base
• Coordinate with the engineering team to participate in the initial customer onboarding kickoff meeting to ensure a good start
• Be the single point of contact and escalation for the customer; work with internal resources on escalation and resolution processes for critical issues
• Track customer activity to identify churn risk and conduct proactive outreach to reduce risk and identify upsell opportunities
• Increase retention and adoption through regular check-in calls to assess satisfaction
• Serve as customer advocate, collecting feedback and communicating trends back to the business

Skills

Customer success

Communication

Salesforce

MS Office

MS Project

PM software

Negotiation

Empathy

Stakeholder management

Tools

Salesforce.com

MS Project

Job description

About the job Customer Success Specialist

We're looking for an experienced Customer Success Manager with a love for customer advocacy and a commitment to delivering impeccable service!
You'll be responsible for developing customer relationships that promote retention and loyalty. You will gather feedback from customers, analyze customer data to identify and create best business practices and policies that optimize customer experience.
You will get a guaranteed hourly rate, and then earn commissions based on customer meetings you set! Our top earners are making around $50 per hour in this role!
Some of your day to day will look like:

• Develop a trusted advisor relationship with our customer base
• Coordinate with the engineering team to participate in the initial customer on-boarding kickoff meeting in order to ensure all customers get off to the right start
• Be the single point of contact and escalation for the customer. Work closely with internal resources on escalation and resolution processes for critical customer issues
• Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable
• Increase customer retention and adoption rates by conducting regular check-in calls to assess level of satisfaction, or lack thereof
• Serve as customer advocate, including: collecting customer feedback, understanding customer and industry trends and articulating those back to the business
  

Requirements

• 3+ years experience in customer success preferably in an energy, construction, or technical field of focus
• Proven conflict resolution skills
• Well organized, with excellent verbal and written communication skills
• Ability to manage influence and decision-making through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Proficiency with software tools such as SalesForce.com, MSOffice, MS Project and other PM software tools
• Understanding of solar PV products and industries