Manager, Customer Success Ops Specialist (IPPD) [Temp - 1 year]

Skills and Workforce Development Agency; Singapore; Vor Ort; SGD 40.000 - 60.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Organisational skills

Coordination

Stakeholder management

Attention to detail

Multitasking

Communication skills

Excel

PowerPoint

Tools

Microsoft Excel

PowerPoint

CRM systems

Jobbeschreibung

The Customer Success Ops Specialist supports the operational delivery of customer success, stakeholder engagement and product adoption activities 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.

This role provides operational support during a period of increased stakeholder engagement and product rollout activities associated with JSP enhancements, JSI tools and AI Skills@Work initiatives.

What you will be working on:

Stakeholder Support & Enquiry Management

• 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.

Customer Success Operations

• Consolidate, monitor and analyse stakeholder feedback received from user engagements, outreach activities and product launches.
• 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.

Product Adoption Support

• Support outreach and engagement activities aimed at increasing awareness and adoption of JSP and JSI products.
• Assist in organising onboarding sessions, demonstrations, briefings and product launch activities.
• Track stakeholder participation, engagement metrics and adoption indicators.
• Support preparation of adoption and engagement reports for management review.

Data Management & Reporting

• Maintain and update stakeholder databases, engagement records and customer success dashboards.
• Support data collection, analysis and reporting relating to stakeholder engagement, user feedback and product adoption.
• Prepare regular reports, presentations and updates for internal stakeholders and management.

Operational Coordination

• Coordinate logistics and administrative support for stakeholder engagement activities, workshops, outreach events and product launches.
• Support project teams in tracking action items and implementation timelines.
• Maintain documentation related to customer success processes, workflows and standard operating procedures.

Requirements

Experience

• Experience in customer service operations, stakeholder engagement support, programme administration, project coordination, customer success operations or related roles.
• Experience in coordinating multiple stakeholders and managing operational processes is an advantage.
• Experience supporting digital products, platforms or service delivery initiatives will be beneficial.

Skills & Competencies

• Strong organisational and coordination skills.
• Good stakeholder management and communication skills.
• Strong attention to detail and follow-through.
• Ability to manage multiple priorities and deadlines.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Ability to analyse information and present insights clearly.
• Experience working with CRM systems, stakeholder databases or reporting tools is an advantage.

Key Deliverables

• Timely coordination and follow-up of stakeholder enquiries and requests.
• Accurate maintenance of stakeholder engagement and feedback records.
• Effective support for onboarding, outreach and product launch activities.
• Timely preparation of customer success, engagement and adoption reports.
• Operational support for JSP, JSI and AI Skills@Work initiatives.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.