Senior Customer Success Manager (SG-based / Remote)

  • Customer Success
  • Singapore, Singapore

Senior Customer Success Manager (SG-based / Remote)

Job description


Nugit is looking for highly talented individuals to join our Customer Success Team.


The Senior Customer Success Manager will provide continuous service to their assigned accounts in pursuit of delivering value, and our customers’ desired outcomes, throughout their relationship with Nugit.

If you’re smart, have a passion for data, have a strong acumen for business, and are looking to grow your career, we’d love to talk to you.

Job goal


The objective of this role is to deliver value and drive platform usage of Nugit, and to help our platform become a critical part of our customers’ organization. You will be responsible for driving adoption of and creating value on Nugit, including but not limited to training (onsite and webinars) and regular business reviews, as well as consultancy and best practice sharing sessions with the customer.

The main goals for the Senior CSM are client retention in the form of contract renewals and contract expansion in the form of upsells.

While the role is based in Singapore, we will definitely consider outstanding candidates from anywhere in the world to work remotely.

Requirements

Role and Responsibilities:

  • As a Senior Customer Success Manager, you will work with a varied group of Nugit Customers to ensure their data storytelling success

  • It’s your business to understand the customer’s business and goals - align them with the necessary resources and develop account strategies to achieve them

  • Lead the effort to deliver an overall positive customer experience with Nugit, and maintain positive relationships with customer teams

  • Be a trusted advisor in data storytelling and analytics amongst our digital marketing enterprise customers

  • Provide a world-class service experience to Nugit customers through timely and succinct communication via phone, email, and video calls (if in-person meetings are not feasible)

  • Work proactively to ensure that all customers receive maximum value from their purchase

  • Have a healthy dose of customer obsession - use internal and external tools to understand and influence customer behaviour on the platform

  • Proactively reach out to customers on a set schedule to obtain feedback and monitor the relationship

  • Coach Nugit customers on our product and features, through online presentations, workshops and demonstrations

  • Drive Nugit product adoption and usage to support account retention and renewal

  • Independently and successfully manage a high volume of task execution, financial management and issues or escalation cases

  • Help surface good fit leads to sales by driving value in every conversation

  • Work cross-functionally with other internal teams to cooperatively drive, maintain, and improve customer health

  • Work closely with Sales teams to enable successful customer expansion and renewal opportunities

  • Document all customer interactions and enter customer feedback into systems of record


Required Experience:


  • Strong knowledge of Digital Marketing strategies and platforms

  • Minimum of 5 years in a client-facing or account management role

  • Understanding of software platforms and systems used for managing customer relationships and internal data sources

  • Technical aptitude and the ability to learn new technology concepts quickly

  • Excellent written and verbal communication skills. Must be exceptionally comfortable and capable when speaking to a wide spectrum of internal and external professionals, from executive to junior level.

  • The ability to effectively lead and direct a virtual meeting with a diverse set of attendees.

  • Ability to juggle multiple priorities while properly understanding which tasks should be of highest priority

  • Must be smart and business savvy with consultative, problem solving, and escalation resolution skills

  • Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations

  • Super organised, quick learner who works well under pressure

  • Comfortable discussing financial options, and dealing with challenging situations

  • Relentless dedication to assisting customers in the pursuit of their goals

  • Innate, continuous curiosity about technology, data, Nugit, and our customers