Job Description

About Our Client

Our client is one of the most trusted cross-commodity price reporting agencies. They focus on the agriculture, forest products, metals and mining, and energy markets. Their price data, forecasts, and market analyses give their customers strategic advantage in complex and volatile markets. The company headquarters are in London, with additional main offices in New York, Montreal, Hong Kong, Singapore and Shanghai. The group has a further 20 offices around the world.
They are currently expanding and looking for a Customer Success Manager to join their team in Singapore.

• Collaborate with Account Managers to develop account strategies for our APAC customers in order to ensure fruitful and lasting partnerships with them
• Put in place and roll out the onboarding and Customer Engagement programme for all new accounts - focusing on training all users on the key features and benefits of the Platform
• Monitor usage stats and put in place improvement plans for accounts that are struggling to adopt
• Use all data available to you to identify at risk accounts, flag these to the Account Manager, and work with them to get a customer back on track
• Recognise gaps in a Customer\'s package as well as upsell opportunities and new user identification and support the Account Manager in the closing of these opportunities
• Listen to our Customers\' feedback to identify new product ideas and functionality and work with the Product team to add this to the product pipeline
• Support our Customers on technical issues that arise - manage the Customer communication should you need additional support from the technical department
• Ensure you are up to speed on all the latest releases and enhancements in our solutions and that you have effectively communicated these to your Customers (and provided additional training where necessary)
• Be prepared to hold in depth conversations regarding pricing, data, methodologies)
• Work closely with colleagues from all departments (editorial, sales, product and marketing teams) to ensure an outstanding and streamlined customer experience
• Maintain an exceptional level of customer satisfaction rates
• Provide internal training to junior members of the team
• Work with Product to pilot new products and to play a key role in their go-to-market strategy

The Successful Applicant

• Client Servicing or Customer Success experience is a must
• Commodities experience is a plus
• Strong communication and presenting skills to guide new users and customers on the platform
• Good command of excel
• Prior Stakeholder management experience and ability to build strong relationships with customers

What\'s on Offer

This is an opportunity to join a global business that keeps on growing and expanding! The hiring manager, based in the US, would mentor you to become a pioneer of her team in Singapore.

Page Personnel