Customer Success Specialist [CCP for ICT Professionals (Sales and Marketing)]

Company Overview

Facilitybot is an innovative SaaS Facilities Management software that streamlines operations, maintenance workflows, and client support for modern facility teams.

Job Summary

Thisis a full time, hybrid work role based in Singapore. Entry level applicants are welcome to apply.

You will support the customer journey by onboarding new clients, guiding implementation, configuring systems, training users, and ensuring clients achieve their operational goals with Facilitybot’s software.

Responsibilities

• Onboard new clients by guiding them through implementation and configuring systems to meet their operational goals
• Respond promptly to customer enquiries via email, calls, or video calls to resolve product-related issues
• Provide actionable feedback to the product team to enhance software functionality
• Monitor onboarding progress by tracking KPIs and milestone targets to measure platform adoption and success
• Conduct product demonstrations and training sessions both in person and online
• Develop and produce training materials tailored to client needs
• Monitor customer usage and satisfaction, gather client testimonials, and identify potential case studies to showcase success stories
• Analyze customer health metrics to identify churn risks, formulate and implement retention strategies
• Collaborate with sales teams to provide strategic input for contract renewals, as well as manage expansion and upsell opportunities
• Continuously improve the customer onboarding process to enhance client experience and operational efficiency
• Work collaboratively within a team environment to support customer success goals

Qualities

+ Tech-savvy and confident learning about Facilitybot and all its features

+ Excellent communication skills - able to understand customerneeds and respond in clear, accessible language

+ Good organisational and time management skills. Able to managemultiple accounts in a fast paced environment

+ Able to work collaboratively in a team

+ Strong analytical and problem-solving skills to troubleshoottechnical issues and make sense of data

+ Highly patient, client-oriented, with strong interpersonalskills to build trust and act as a reliable advisor to our customers

+ Willingness to learn