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CUSTOMER SUCCESS ASSOCIATE/ ANALYST

SINGAPORE

As a Customer Success Associate/ Analyst, you will be responsible for customer adoption, retention, and satisfaction for a group of clients.

  • Establishing a trusted advisor relationship with enterprise clients in ensuring and maintaining overall customer health
  • Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
  • Proactively partnering internal teams in reviewing client’s usage of the platform and periodically engage clients
  • Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and ensuring on-time customer retention
  • Perform onboarding activities and product demonstrations post-purchase
  • Coordinate the engagement of other Impress resources (e.g. Delivery, Sales, etc.) to ensure ongoing customer success
  • Proactively identify issues/risks and escalate internally for prompt resolution
  • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product

Qualifications

  • More than 3 years of experience in an Account Management or Customer Success role or similar roles where you have delivered multiple projects for a range of Customers
  • Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric
  • Solid interpersonal, communication, and presentation skills; ability to work with various teams across the board with varying skill sets
  • Demonstrated background in working with enterprise clients
  • Creative thinker with the ability to troubleshoot issues quickly and effectively.

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