Customer Success Executive
Mission
The Customer Success Executive plays a key central role within Sleek and develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. This is to ensure that all customers are successfully using the product or service they have purchased from the company. The Customer Success Executive is the Sleek’s clients’ champion to make the lives of entrepreneurs, SMEs and investors easier.Outcomes
- Provide a world class service experience to Sleek customers through timely and succinct communication
- Serve as a highly knowledgeable point of contact for Sleek’s suite of products and link between the client and the relevant teams
- In charge of assessing and managing Sleek’s customer satisfaction on a regular basis, notably the Net Promoter Score
- Handle day to day customer requests and inquiries in a timely manner
- Build and develop the rapport with new and existing clients to keep them satisfied with Sleek services in order to get the most possible renewals
- Drive Sleek products to support account retention and renewal
- Independently and successfully manage a high volume of issues or escalation cases
- Help surface good fit leads to sales by driving value in every conversation
- Holding and constantly improving/streamlining client account opening and onboarding process to provide excellent Customer Experience journey
- An expert on how to manage a business in Singapore
- Maximizing the clients’ lifetime value with a win-win mindset for the Sleeks’ clients and Sleek
Competencies
- Strong teamwork, organizational and interpersonal skills, with attention to details
- Able to resolve efficiently and softly customer issues by investigating problems, flagging issues, making recommendations to management for lasting solutions
- Able to work in a fast pace environment and to prioritize resources in an efficient manner
- An ability to understand Singapore’s legal and accounting landscape
- Ability to liaise with regional clients providing exceptional client service
- A strong background in sales with a track-record of exceeding targets, preferably in subscription, renewals and/or account management
- A passion for entrepreneurship, technology and the local startup ecosystem
- Outstanding verbal and written communication skills
