Customer Success Professional

Job Summary Outcomes

1. Achieve renewal rate targets on a monthly basis, along with CSAT targets
2. Conduct detailed investigations into the customer s end-to-end interactions with Sleek, working cross-functionally with relevant departments to drive resolution. Ensure a high level of customer satisfaction that supports trust, retention, and a seamless renewal.
3. Achieve cash collection targets on a monthly basis through renewal, upsell and upgrades.
4. Have a good understanding of own pipeline, track it in a data driven manner, prioritise ticket resolution to drive monthly targets
5. Collaborate with cross functional teams (accounting, corpsec, product, data) to improve renewal processes, share best practices with team and also be proactive in nature

Must Haves

• Experience working with SMEs, startups, fast paced setups in Singapore market
• Exposure to different culture because Sleek clients are from all over the world
• Ability to resolve issues by collaborating internally and externally
• Familiar with Tableau, Zendesk, Husbpot
• Experience handling complex customers and trouble shooting/escalations
• Proactive to take up new projects to completion

Behavioural fit and competencies

• Sales Driven Ownership: This shows reliability and helps build trust within the sales team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.
• Humility: There is so much we don t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.
• Structured Thinking Target Focused: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you re more analytical or creative in nature, keeping in view our business goals and being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.
• Data driven: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it s critical that we use sound data to support our strategies and review the success of our initiatives.
• Can have tough conversations in a positive way: It s not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness, build empathy, trust and great working relationships. Strong language proficiency in English is required
• Excellent listener and clear communicator: We have a variety of nationalities and for many people, English isn t their first language. For you to excel, you ll need to be present in your calls and make sure you properly receive and thoughtfully send messages to others in the business.
• Customer-centric: You always act with the best interest of the customer in mind and empathize with their situation to find the best solution for them and for Sleek.
• Problem Solving: You ll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents.
• Collaboration-Driven: You thrive in a cross-functional team environment, working closely with developers, product managers, and operations teams to ensure alignment on requirements and testing goals. You communicate effectively, advocate for quality throughout the development process, and proactively address potential issues before they arise, fostering a culture of shared responsibility for delivering exceptional software.
• Autonomous/ Entrepreneurial: Things move fast at Sleek and we are not a hierarchical organisation. We want the candidate to proactively seek out and own solutions without waiting for their manager to ask them. We want the candidate to have the confidence to execute solutions on their own and the experience to know when to ask questions.

The interview process Self Video / TA Interview Case study

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