Specialist, Customer Success

at  SHL

CUSTOMER SUCCESS SPECIALIST

We are seeking a Customer Success Specialist to join our sales team based in Singapore. As a Customer Success Specialist, you will partner with Account Managers to ensure that their clients receive a best-in-class account management experience that leads to the client continuing and expanding their relationship with SHL.

Key Responsibilities:

• Partner with multiple Account Managers to manage a portfolio of clients and client services plans.
• Monitor and report clients’ usage level /trends on SHL assessment platforms on monthly basis /upon request to assist account managers in up-sell/cross-sell and renewal conversations.
• Handle inbound requests from all levels of users on a daily basis, act as interface between clients and internal SHL teams to ensure that all client issues are captured, catalogued, and addressed.
• Provide internal sales support and research to assist Account Managers hit/exceed goals.
• Schedule and ensure timely completion of client interactions, including Onboarding, Mid-Term Value Reviews, Renewal Calls, etc.
• Identify cross-sell opportunities with existing clients and schedule Sales Interactions.
• Build relationships with key stakeholders, create a great client experience to ensure a long and successful relationship, to support renewals and growth.
• Manage coordination among internal stakeholders to ensure relevant account information is shared and a strategic plan for management of accounts is set.
• Uphold and improve client satisfaction through continual product and proactive client discovery and communication.
• Participate in process improvement activities to ensure productive and successful business relationships.
• Coordinate and oversee client projects with internal teams.
• Develop operational –level client relationships and references

Required Skills & Experience:

• Bachelor’s Degree (all majors welcome)
• Relevant work experience in customer service, sales or account management
• Excellent written and oral communication skills
• Excellent relationship-building skills
• Superior problem solving ability
• Effective time management skills and ability to work well under pressure
• Strong attention to detail
• Excellent organization, multitasking and prioritization skills
• Ability to work with a wide variety of internal and external stakeholders across different geographies and culture

Our Ideal Candidate Also Has:

• Proficiency with Excel and PowerPoint
• CRM database management experience

ABOUT US

• We unlock the possibilities of businesses through the power of people, science and technology.
• We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
• When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.

• Partner with multiple Account Managers to manage a portfolio of clients and client services plans.
• Monitor and report clients’ usage level /trends on SHL assessment platforms on monthly basis /upon request to assist account managers in up-sell/cross-sell and renewal conversations.
• Handle inbound requests from all levels of users on a daily basis, act as interface between clients and internal SHL teams to ensure that all client issues are captured, catalogued, and addressed.
• Provide internal sales support and research to assist Account Managers hit/exceed goals.
• Schedule and ensure timely completion of client interactions, including Onboarding, Mid-Term Value Reviews, Renewal Calls, etc.
• Identify cross-sell opportunities with existing clients and schedule Sales Interactions.
• Build relationships with key stakeholders, create a great client experience to ensure a long and successful relationship, to support renewals and growth.
• Manage coordination among internal stakeholders to ensure relevant account information is shared and a strategic plan for management of accounts is set.
• Uphold and improve client satisfaction through continual product and proactive client discovery and communication.
• Participate in process improvement activities to ensure productive and successful business relationships.
• Coordinate and oversee client projects with internal teams.
• Develop operational –level client relationships and reference