Apply on
Job Description
The purpose of this role is part of Customer Success team that drives customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers’ pain points and address them with effective solutions; ii) to track customers’ usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers. The success of this role will be measured by NPS, AED, net POS growth, customer retention and customer account growth
This role will be accountable for the metrics-driven customer success program, leading a cross-functional team (Sales, Product, CS, GOTC) who will each be responsible for their respective action in delivering customer-focused servicing. This team will map out a few customers’ journey for a) prestige customer group, b) new customers on-boarding, c) win-back program, etc.
Responsibilities:
Design and develop end-to end customer journey and success program
- Define customers segments based on set criteria indicating customer importance, growth potential
- Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products
- Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickness and satisfaction
- Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
- Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)
Provide insightful data analysis and strategic
- customer service data, observations and market trends and reports to get a clear picture of the department's operations and ways to improve it.
- tasked with providing the department with process or sales improvement strategies. They will often work closely with subject matter experts, marketing teams or management to develop and implement plans.
Drive CDI and programs to better engage customers & build LN brand
- Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
- Develop and run programs for customer value-add and drive loyalty and brand awareness
- Drive CDI and focus group sessions to assist with product development and improvement initiatives, and to increase account value and customer dollar spend
Provide the right training sessions to induce more customers’ usage
- Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN’s product, solution and content
- Develop resource and material (online,digital media) to be used for education, customer training and sales enablement purpose
- Develop customer engagement strategy and execute accordingly
- Conducts sales training needs assessments, sales enablement sessions and analyzes employee training needs to determine requirements for new program development
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE
- Bachelor’s Degree – preferably with legal qualification and/or knowledge and/or Business Analytics
- Understanding of SEA’s legal market and legal persona
- Independent ownership of work streams/projects and deliverables is a pre-requisite
- Excellent communication, influencing and interpersonal skills
- Experience in customer engagement, strong probing skills to understand customers’ pain points
- Excellent working knowledge of Excel, PowerPoint, CRM and reporting tools
- A strong analytical thinker with attention to detail in reports, and financial and operational analysis. and interpretation of information and statistical indicators
- A strong ability to collaborate internally with people across sales and corporate responsibilities.
- A passion for commercial processes and systems that are effective and run efficiently
