Careers Details

Qualifications

• Graduate of any Business-related courses.
• Wide experience of leadership and people management (5+ yrs experience).
• At least 3+ years' experience in customer success and/or project management roles.
• Strong communication, interpersonal, problem-solving and project management abilities.
• Strong understanding of IT solutions (e.g. ERP, POS, HRIS, Microsoft technology, IT services).
• Ability to work collaboratively with cross-functional teams (sales/marketing, tech support, project team, etc.).
• Experience in customer service, account management or similar roles is an advantage.

Responsibilities

• Take part in the organization, motivation, supervision, training, leading and monitoring of Customer Success Team.
• Collaborates with the Sales Team and the Internal Delivery Team to ensure committed project objectives are met and project issues are resolved.
• Implement a proactive escalation framework—monitor red flags such as missed milestones, unresolved tickets, or declining engagement.
• Updates the project progress and escalating project red flags to all project stakeholders.
• Build and maintain strong relationships with clients to ensure satisfaction and retention.
• Manage Client Onboarding and Training process.
• Manages Customer Relationships. Monitor customer satisfaction metrics, usage, and feedback to proactively address issues and improve service delivery.
• Aligns client business goals to proposed IT solutions.
• Collaborate closely with Sales, Product, and Delivery teams to align customer insights with service and product improvements.
• Champions the voice of the customer internally, providing insights to improve products and services.