Subscriptions Head (Finance)

at  Sapaad Pte Ltd

WHO WE ARE

Sapaad PTE LTD is a multi-national SaaS product company operating for over a decade with Headquarters in Singapore, and offices in 5 countries. Sapaad’s flagship product serves customers in more than 40 countries. Sapaad fosters an organizational culture that prioritizes autonomy, excellence, and growth & innovation.

THE OPPORTUNITY

We are seeking a dynamic and experienced Subscriptions Head to lead, manage, and grow our subscriptions business. The ideal candidate will be responsible for developing and implementing strategies to manage all subscription accounts, enhance customer retention, and optimize the overall customer billing journey. This role requires a strategic thinker with a deep understanding of subscription models, customer lifecycle management, and data-driven decision-making.

REQUIREMENTS:

• Proactive and excellent communication skills, with a strong customer-facing orientation.
• In-depth knowledge of accounting principles and practices.
• Proficient in Microsoft Excel and other data management tools.
• Strategic thinking and problem-solving abilities.
• Proven leadership skills with experience in team development and management.
• Customer Service Excellence

• Develop and execute a comprehensive subscription growth strategy that aligns with the company’s financial and business goals.
• Lead initiatives to improve customer retention rates, including churn analysis and personalized engagement strategies.
• Collaborate with technology and support teams to continuously improve the subscription offering, ensuring an excellent customer service journey.
• Act as a liaison with the payment gateway company and other partners to ensure smooth processing of transactions.
• Manage the cancellation, upgrade, and downgrade of subscription accounts.
• Regularly review customer subscription accounts and update billing information as necessary.
• Maintain and update the subscriptions KPI sheet to track and report on key performance indicators.
• Proactively send alert messages and follow up with customers to ensure a smooth experience.
• Handle customer queries related to subscriptions via emails and calls, ensuring timely and effective resolution.
• Oversee the activation and approval of trial accounts.
• Track and manage reseller commissions.
• Process refunds and assist customers with account changes, including upgrades and downgrades.
• Handle customer Statements of Account (SoAs) and ensure the accuracy and privacy of customer data.
• Manage the subscription database and ensure data accuracy and integrity.
• Identify potential risks and leakages in the system and implement measures to mitigate them.
• Liaise with customers on the grant claiming process and ensure compliance with relevant policies.
• Lead and mentor the subscriptions team, fostering a high-performance culture.
• Encourage continuous learning and professional development within the team.