kpler - Customer Success Intern (Singapore, UK or Dubai)
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Requirements
• Currently pursuing a degree in Business, Marketing, Communications, or a related field. • Strong interpersonal, written, and verbal communication skills. • A problem-solving mindset with strong attention to detail and ownership. • Ability to work independently and collaboratively in fast-paced, high-scale environments. • Ability to use CRM tools, spreadsheets, and customer management software (training provided if needed). • Ability to apply a data-driven approach to performance analysis and decision-making. • Ability to identify trends and monitor, analyze, and interpret customer usage data. • Ability to document processes and contribute to process improvement initiatives. • Understanding of SaaS customer journeys, onboarding, and adoption models. • A proactive, solution-oriented mindset with a focus on continuous improvement. • We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us? • We make things happen • We act decisively and with purpose, going the extra mile. • We build together • We foster relationships and develop creative solutions to address market challenges. • We are here to help • We are accessible and supportive to colleagues and clients with a friendly approach. • Our People Pledge • Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Responsibilities
• Assist with the onboarding of new customers to ensure a smooth transition and successful adoption of our products/services. • Support Customer Success Managers in managing customer accounts by providing administrative support as needed. • Conduct regular follow-ups with existing clients to understand their needs, challenges, and feedback for continuous improvement. • Assist in the development and execution of personalized retention strategies aimed at increasing client satisfaction and loyalty. • Participate in customer success meetings and contribute ideas or suggestions based on direct interactions with customers. • Monitor key performance indicators (KPIs) to track progress towards our business goals, providing regular reports as required. • Attend training sessions related to product updates, industry trends, and best practices for enhancing customer success strategies. • Collaborate closely with the Customer Success team in identifying opportunities for upselling or cross-selling additional products/services based on client needs. • Assist in troubleshooting common issues faced by customers to provide timely support and resolution, ensuring minimal disruption to their experience. • Maintain detailed records of customer interactions, including emails, calls, meetings, etc., for future reference or escalation if needed. • Support the Customer Success team during high workload periods by taking on additional tasks as required without compromising quality and efficiency. • Participate in regular performance reviews to receive constructive feedback and identify areas of improvement for personal growth within the role.
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