Customer Success Account Manager

at  LITTLELIVES INC PTE LTD

As a Customer Success Account Manager, you are responsible for the adoption, usage and success of a portfolio of clients. By building trust and enabling the success of your clients, you will be able to drive revenue growth through renewals and upselling. You are the primary customer-facing role, and your insights and relationships will allow you to realise incredible value for our customers, helping them love LittleLives as much as we do!

REQUIREMENTS

• Strong interpersonal skills and desire to work in a dynamic and fast-paced environment.
• Ability to build and maintain relationships across multiple levels with assigned accounts and become a trusted advisor.
• Strong communication and problem-solving skills.
• Proven experience driving customer retention and growth initiatives, achieving high retention rates and strong upsell results, with customer satisfaction in a post sales environment.
• Proven success leading customer-facing presentations, training and engagements.
• Ability to handle objections, prioritise customer issues and collaborate with manager and colleagues to effectively drive resolution.
• Keen interest in IT / Early childhood industry
• Able to communicate, train and present in English and Malay
• Able to communicate in Mandarin
• Ability to travel abroad on a monthly basis

• Close renewal business on a quarterly basis, meeting or exceeding assigned quota.
• Upsell new business to existing clients to increase value per customer.
• Actively own the adoption, usage and success of a portfolio of customers.
• Engage with and understand customers’ businesses, needs and use cases for LittleLives.
• Deliver expert engagements, such as training and onboarding, to educate and empower our customers to realise business value and maximise their ROI.
• Partner closely with internal cross-functional team members to help understand the account and research solutions to solve customers business needs and challenges.
• Operational discipline to ensure transparency on customer account health and accurate retention and upsell forecasting.
• Identify insights and needs, and channel this information to product teams to develop new and improved features by.
• Provide subject matter expertise on School Management Systems and become a trusted advisor to LittleLives’ customers.
• Develop and track customer onboarding/usage adoption tracker to ensure seamless follow ups and churn prevention