[ref. q98491600] Tampines - Head of Customer Success/ ITIL / Leadership / Tech company (REF:TYL)

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”.

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