Customer Success | Team Lead  

Basic Function

The candidate shall work closely with the software development team and sales to ensure customer success through smooth deployment of software as a service. Provides modernization and general IT services to meet the corporate group’s internal requirements.

Specific Duties:

• Studies the clients’ business drivers and challenges, and proactively offer insights and solutions to meet those needs through effective use of software products

• Develops and maintains strong client relationships with key stakeholders

• Creates a project Gantt chart per client and monitors the project deployment status for each client throughout the entire sales cycle

• Successfully implements the proof-of-concept (POC) / Go Live project plan, with both online and face-to-face modules

• Provides exemplary end-user support for software products during POC and Go Live

• If applicable, spearheads on-site asset tagging activities in aid of the deployment of asset tracking software products

• Present a post-POC presentation to the client and/or management with recommendations for additional features or workarounds

• Conducts training sessions for end-users (online and in-person) toward customer success

• Oversees multiple lines of support which include chat, phone, email, and ticketing system queues, and attend to all customer feedback/concerns for active software products during POC / Go Live

• Manages all IT troubleshooting requirements of the corporate group

• Manages all modernization and IT Projects for the corporate group

• May be asked to participate in UAT testing, and hardware research, among other projects

• With a bachelor's degree in any business or technology course

• With at least five years of experience in customer support or tech solutions industries

• With a valid driver's license

• With proven leadership skills

• Passionate about modernization and is abreast with the latest hardware and software technologies

• Thrives in a collaborative environment

• Proven to provide a highly responsive, patient and understanding customer support service

• With exemplary organizational skills and project management skills - detail-oriented, analytical, and naturally inquisitive

• Excellent Troubleshooting skills

• Excellent communication and presentation skills, with mastery of the English language

• Assertive and confident, result-driven

• Key proficiencies: Critical Thinking, Problem Solving, Communication, Customer Service, IT Services, Teamwork, Process Improvement, Big Picture Thinking, Risk Analysis