The purpose of this role is to manage a team to drive 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
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)
- Drive positive customer experience and engagement, responsible and accountable to drive NPS and customer retention
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 strategy and lead
- Designs training classes and training materials and prepares documentation
- Conducts sales training needs assessments and analyzes employee training needs to determine requirements for new program development
- Success to be measured by customers usage by segments, customers satisfaction for training, regular training sessions for key customers
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 groups to assist with product development and improvement initiatives, and to increase account value and customer dollar spend
Education:
Specialized / Technical
- Bachelor's Degree preferably with legal qualification and/or knowledge
- Understanding of SEA's legal market and legal persona
- 4-6 years relevant work experience in developing and managing end-to-end processes, both customer facing and back-end processes
- Ability to develop new processes and adapt/improve current sales processes for maximum efficiency whilst identifying and reducing redundant processes
Experience
- Independent ownership of work streams/projects and deliverables is a pre-requisite
- Excellent leadership/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.
Competencies
- 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
