EmplifiEnterprise & Partner Client Manager, JAPAC
Jul. 2022Singapore1. Client Relationship Management:
• Serve as the primary point of contact for customers in the assigned territory or named accounts.
• Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty.
• Understand customer objectives and align our services to achieve those goals.
2. Onboarding and Project Management:
• Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption.
• Collaborate with internal teams to expedite service delivery and meet onboarding timelines.
• Project manage both new and existing customers through any customised implementation and development.
3. Product Adoption:
• Monitor client usage and product adoption rates.
• Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential.
• Address any adoption challenges with tailored solutions.
4. Renewal and Retention:
• Develop strategies to ensure high retention rates and manage the contract renewal process.
• Predict and address potential churn risks, implementing mitigation strategies as needed.
5. Upselling and Cross-Selling:
• Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs.
• Collaborate with the sales team to ensure smooth transitions for upselling or cross-selling activities.
6. Feedback Loop:
Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement.
• Act as the client's advocate within the company, ensuring their needs and concerns are addressed.
7. Reporting and Analytics:
• Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics.
• Provide regular updates to management on client health, renewal forecasts, and potential risks.