Customer Success Manager
Singapore, Singapore
Job Description
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GPC is on a mission to deliver superior eCommerce software and we need people that love:
- Software
- Technology
- eCommerce
GPC is global in operations, culture, and language with offices in New Jersey, San Diego, Vancouver, Mexico City, Sao Paulo, The Hague, Hong Kong, Ho Chi Minh, Manila and Brisbane.
SUMMARY: GPC has an immediate opening for a Customer Success Manager to support the onboarding and ongoing relationships of its software users.
YOUR RESPONSIBILITIES:
- Ensure all newly onboarded customers have what they need to get started
- Build and maintain strong relationships with customers to understand their needs, goals, and challenges
- Identify and communicate with sales staff upsells and cross sells of the suite of software
- Train and educate customers on the use of the software
- Identify all resources customers need to learn and use the software
- Providing technical support to customers, addressing any issues or concerns they may have, and working with other departments to resolve any technical issues
- Advocate on behalf of the customer of any issues or failings that needed to be addressed
- Analyzing customer data and feedback to identify trends and areas for improvement, and working with other departments to implement changes and improvements to the product or service
- Following up on all software renewals and ensuring they actively renew and monitor usage metrics, and addressing any issues or concerns they may have
- Respond to all customer enquiries in a timely and professional manner via email, phone and sms
- Troubleshoot all customer issues
- Document all customer feedback
- Collaborate with sales and technical support and development
- Provide best in class customer experience
YOUR SKILLS:
- 2+ year in providing service to SAAS customers
- The ability to provide excellent customer service, build rapport with customers, and handle difficult customer interactions
- Excellent communication skills, including the ability to clearly communicate technical information and work effectively with customers and cross-functional teams
- The ability to identify customer challenges and develop solutions to meet their needs, including creative problem-solving and troubleshooting
- The ability to understand and empathize with customers, and to provide personalized support based on their unique needs
- Strong organizational skills and the ability to manage multiple customer accounts and projects simultaneously
- A strong understanding of the software or product being supported, as well as the ability to learn new technical skills quickly
- The ability to analyze customer data and feedback to identify trends and areas for improvement, and to develop data-driven solutions to meet customer needs
- The ability to identify upsell and cross-sell opportunities and to work closely with the sales team to maximize revenue from existing customers
- The ability to think strategically about customer needs and to develop long-term strategies to drive customer success
BENEFITS:
- Attractive salary
- Best hardware
GPC CULTURE:
- Exciting and diverse team, all around the world!
- Value given to ideas and opinions
- Friendly coworkers!
- Valuers of innovation
HOW TO APPLY: Please apply with your cover letter, resume, and your portfolio if you have one. Apply Now! If you love eCommerce join our mission!
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Job Detail
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Job IdJD1306754
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSingapore, Singapore
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EducationNot mentioned