Job Description

• Primary day-to-day contact and advocate for clients, think and act as a trusted/strategic advisor
• Ensure successful implementation and adoption of solutions by client and overall client satisfaction.
• Ownership and coordination of delivery of services to existing clients.
• Educate Customers on self-service tools, release process, and software updates as needed.
• Partner with sales and implementation to ensure alignment at all levels of the relationship throughout the partnership.
• Maintain expert level knowledge of products and configuration options.
• Oversee customer support processes and organize them to enhance customer experience.
• Works closely with relevant stakeholders to ensure effective and efficient implementation of the reported issues and requests.
• Partner with development and product teams on creation and execution of reported issues and requests by the customer (roadmaps, release schedule, etc).
• Ensures customer issues are prioritized correctly and met in a timely manner.
• Provides feedback on key features or product limitations that are inhibiting usage and growth.
• Develop and execute training and communication material for improved client experience.
• Develop and manage customer communications and promotional activities that increase customer engagement across different channels such as emails, social platform, webinars, etc.

Job Requirement

• Solid organizational skills, detail-oriented and able to manage multiple projects simultaneously
• Strong Decision Making, Action Planning, and Prioritization, and Problem-solving skills
• Organized with excellent follow-up to ensure Customer expectations and deadlines are met
• Excellent client-facing and internal communication skills; strong written and spoken English skills
• Ability to build consensus and relationships among managers, partners, and employees
• Great team player, independent, strong sense of responsibility and self- motivated
• Adaptable to change, driven to achieve results and exceptional coaching skills
• Proven work experience in project management in the information technology sector
• A degree in MIS or Business Administration or Computer Science/ Engineering or equivalent
• Prior B2B SaaS experience; manufacturing industry is a plus
• Ability to work independently, and think outside the box