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Customer Support Officer
Summary At entomo, we have a welcoming and energetic environment that encourages collaboration and innovation. We never lose sight of our highest priority: ensuring that all our customers feel that they are supported throughout their customer journey. As a Customer Support Officer, you will be the anchor within the post-engagement team to drive customer success. You will be the first touchpoint for our global clients when they reach out to us for a solution to their problem. It is pivotal for us to demonstrate and ensure that our customers - both large and small - feel supported, engaged, and understand the value of our product offering. You can look forward to drive change management and drive user adoption of our product amongst our clients. You will also have the opportunity to shape value-adding consulting and product solutions that enable our clients to meet the changing needs of the global landscape.
Provide L1 support to customers 24/7 including administering quick fixes that can be made on the UI with super admin rights (dashboard designer, scorecard fixes)
Execute our customer experience satisfaction programme (e.g., NPS) through engaging clients through various touchpoints to gather feedback (and help inform product decisions) to ensure services renewal.
Proven ability to build and manage customer account relationships in an existing or new sales role, preferably in a SAAS environment.
Highly skilled problem-solving abilities (quantitative, conceptual, analytical) and experimental techniques (e.g., A/B testing; Multivariate; Multi-page)
Knowledge of how to apply customer segmentation strategy, metrics, and account planning to prioritize time spent with a portfolio of customers.
Excellent communication, listening, facilitation, and negotiating skills.
Strong customer management skills and demonstrated ability to work through difficult conversations to preserve relationships.
Strong data analysis, organization, and prioritization skills with the ability to work independently.
Must be fluent in English; knowledge of other South-East Asian language, Arabic or Thai will be advantageous.
Required Education Qualification and Experience
Bachelor’s degree in business / marketing / statistics / finance/ economics from an accredited institution.
Independent yet strong team player
Become an expert on how customers use entomo and ensure customers gain full value from what they have purchased and unlock further opportunities for engagement, framing a strong position on how the customer experience should be developed.
Data Management and Analysis
Assist with preparing customer health reports.
Be responsible for data discovery process and the maintenance of dataset quality.
Perform data analysis to showcase actionable insights, create widgets and dashboards.
Provide recommendation and guidance leading to decisions that require judgment with the consideration of possible impacts.
Sales and Service support
Work with the leadership team to develop metrics and KPIs which enable the continuous improvement of expansion sales and renewals.
Run the opportunity management process for upsell opportunities (defined as client buying more of the same service)
Identify cross-sell (client buying additional services) and upsell opportunities (defined as client buying more of the same service)
This position may require travel but is expected to be low.