Customer Success Lead

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Job Summary

Customer Success Lead will be responsible for building and maintaining a strong Customer Success team. You will need to make sure your team builds relationships with key customer stakeholders, acting as an escalation point for issues that impact their success and responding to retention risks and opportunities. As Lead, you will also be required to represent the Customer Success team within the company, interfacing with other parts of the business like Sales, Marketing, Product, Engineering teams to deliver the best possible customer outcomes with RA’s HRIS products, scalability and long-term strategies.

Job Description

/ Responsibilities

• Customer Success Team Growth and Strategy
• Identify and design customer success drivers and strategies to enhance the internal customer success playbook development for both enterprise customers
• Build adaptable processes within the Customer Success team to ensure scalability within a dynamic and fast-changing Startup environment
• Collaborate with other teams (e.g. sales and product teams) to upsell additional services, develop new features and charter strategies for overall growth of the customer success team and the company.
• Design appropriate measurements to continually track customer health to ensure that customers derive maximum value and the best experience with RA’s product portfolio
• Continually design, train and execute on customer onboarding and nurturing activities
• Ensure that the team meets and exceeds customer retention goals and ensures consistently high retention rates
• Customer Management
• Be “hands-on” to build and maintain strong, trusted working relationships with key customer decision-makers and power users starting from onboarding and throughout the customer lifecycle.
• Gain a thorough understanding of client’s needs, talent objectives, and processes to ensure that they successfully adopt and deploy RA’s HRIS products. Ensure a team of Customer Success Managers are successful in doing so as well.
• Be an expert with deep knowledge of RA’s products portfolio
• Proactively manage accounts to ensure customer satisfaction and expansion of account (renewal, upsell, cross-sell)
• Act as a “solutions expert” by helping customers achieve their objectives.
• Provide training sessions and/or presentations to support client’s success journey for key accounts
• Manage contract-related inquiries, questions, and issues from clients and other departments.
• Team Management
• Manage all matters relating to the development, engagement and performance of a team of Customer Success Managers
• Manage all matters relating to the hiring and growth of a team of Customer Success Managers
• Design and execute on effective onboarding and training activities for a team of Customer Success Managers to ensure growth and development
• Oversee and ensure a high standard of service quality by the team of Customer Success Managers at all times
• Liaise with other team leaders to make sure that RA’s customers are getting the best service possible.
  

Job Requirements

• 5+ years proven success in Customer Success or Account Management role for a SaaS company
• Experience with account portfolio planning, management, and prioritization for both enterprise and SME accounts
• High attention to detail and willingness to get “in the weeds” to fix a problem
• High degree of empathy for customers and their pain points, combined with business acumen to identify upsell and cross-sell opportunities
• Knowledge of customer success best practices
• Experience driving client adoption of technology or software product
• Exceptional communication and relationship management skill
• Strong negotiation skills, comfortable discussing financial options
• Knowledge of HR/ Organisational Development is preferred
  

About Rolling Arrays

Rolling Arrays provides HR Software and HR System Implementation Services (SAP SuccessFactors) to customers in Singapore, Malaysia, Australia, UAE, Hong Kong. Rolling Arrays (RA) was featured as Singapore’s Top 75 fastest growing companies by the leading newspaper of Singapore - The Straits Times in 2021 where RA was ranked 48. Rolling Arrays has 2 line of business :

HR System Implementation

In this line of business, RA has 100 Talented HR-Tech-Consultants spread across Singapore, Malaysia and India (Mumbai). Currently Rolling Arrays is regarded as number ONE mid-size firm in the South East Asian Market with a strong track record of 12 Years and more than 200 enterprise level SAP SuccessFactors projects till date. Based on market demand and established brand value, RA plans to double its consulting headcount 2022.

HR Software

Rolling Arrays has 3 HR Software products :

• Rhombus HRIS
• Reimburse (AI Enabled Travel & Expense Management Software for Enterprises)
• CICO (Intelligent Time Capture Machine, a software alternative to Physical Biometric Devices)
  

Rolling Arrays ventured into HR Software business in 2018 and has a dedicated team of 30 handpicked Software Engineers in Singapore and Mumbai. Based on strong market demand, RA plans to expand its Engineering team rapidly over the next 3 years.

Skills

- Customer Success, Business Analysis, Account Management and Portfolio management