Customer Success Management – Remote Job Singapore,Customer Service/HelpDesk

Cloud ERP

Customer Success Management - Remote

Delivery (Implementation)
Remote

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As a CSM, you will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals, and how they are using Net Suite. Leveraging this customer knowledge, and your Net Suite expertise, you will provide adoption, industry, and implementation best practices strategies to ensure your customers maximize value from their investment in Net Suite.

Job Description s:

Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all Net Suite activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Net Suite solution to be realized.

Review customer’s current usage of Net Suite to determine if challenges are the result of functionality gaps, implementation/customization gaps or training gaps. Be able to communicate findings with appropriate teams (i.e. Oracle Net Suite Principal team, Account Management, Marketing, Professional Services and Leadership).

Identify opportunities for adding greater value applicable to customer’s business strategies.

Navigate and advise on efforts related to complex customer requests or projects involving other 3rd party solutions and enterprise systems, escalating for assistance if needed.

Drive overall customer satisfaction, additional product adoption and ultimately subscription renewals.

Anticipate customers' requirements and possible challenges - make our customers successful.

Identify and assess renewal risks within the customer base.

Conduct training sessions with customers to improve the adoption rate.

Project Management of proposed change management activities and projects.

Requirements:

At least 3 years of experience in Net Suite.

ERP knowledge and experience is a must.

Ability to handle Client Escalations.

Should be able to Mentor Juniors.

Ability to lead training and demo both internally and externally.

Strong analytical skills.

Strong communication skills, both verbal and written.

Ability to work independently.

Ability to liaise with multiple contacts and departments.

Multi-tasker.

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