[ref. p9552518] Head of Customer Success/ ITIL / Leadership / Tech company (REF:TYL) - Pasir Ris

Responsibilities:

• Develop and execute a company-wide customer success strategy to drive retention, satisfaction, and loyalty
• Oversee post-implementation services, ensuring uptime, proactive maintenance, and service stability
• Lead help desk operations and ticketing performance to ensure SLA compliance and timely resolution
• Serve as the escalation point for complex client issues, working cross-functionally to deliver effective outcomes
• Implement regular performance audits and customer feedback loops to enhance service delivery
• Use customer insights and analytics to identify opportunities for improvement and innovation
• Define and monitor KPIs such as Net Revenue Retention (NRR), Customer Health Score, and SLA Compliance Rate
• Hire, mentor, and lead a high-performing team while fostering a customer-first, metrics-driven culture
• Collaborate closely with Product, Sales, and Technical teams to align success efforts with company strategy

Requirements:

• Bachelor’s degree in business, IT, or a related field
• At least 8 years of experience in customer success, technical support, or a related role, with at least 3 years in a leadership position.
• Proven experience in aligning customer success strategies with organizational growth goals
• Strong understanding of post-implementation support, SLA management, and service delivery processes.
• Familiarity with help desk systems, customer success tools, and IT service management frameworks (e.g., ITIL).
• Ability to develop and implement comprehensive customer success strategies that align with the company's goals and objectives
• Proficiency in building and maintaining strong relationships with customers, understanding their needs, and ensuring their satisfaction to foster loyalty and retention
• Skill in analyzing customer data to inform strategies, predict behaviors, and proactively address issues, thereby enhancing the customer experience
• Expertise in designing and implementing processes that enhance team productivity and customer engagement, ensuring efficient and effective service delivery
• Strong ability to articulate the value of customer success across the organization, advocate for customer needs, and influence stakeholders to align with customer-centric initiatives
• Capacity to understand and share the feelings of both customers and team members, fostering a culture of support and collaboration
• Ability to manage change, embrace new technologies, and lead teams through transitions to stay ahead in a dynamic business environment
• Has good understanding of how customer success activities impact revenue, with the ability to identify opportunities for upselling, cross-selling, and reducing churn

HOW TO APPLY:

Interested applicants, kindly send your resume in MS WORD format to ref24#trustrecruit.com.sg or please click on “Apply Now”.

We regret only shortlisted candidates will be notified.

Important Note: Trust Recruit Pte Ltd is committed to safeguarding your personal data in accordance with the Personal Data Protection Act (PDPA).

Please read our privacy statement on our corporate website www.trustrecruit.com.sg.

Trust Recruit Pte Ltd

EA Personnel Reg No: R23115528