Customer Success Manager

About BIPO

BIPO, founded in 2010 and based in Singapore, is a prominent global provider of payroll and HR solutions with operations in over 170 countries. The company offers a cloud-based HR Management System and Athena BI analytics tool to support multi-country payroll outsourcing and Employer of Record services. With a presence of over 50 offices worldwide, BIPO combines global compliance, localized HR expertise, and advanced scalable technology for managing the employee lifecycle for global and remote teams.

Role Overview

As a Customer Success Manager at BIPO, you will be the primary liaison between clients and the company, fostering strong relationships and ensuring client satisfaction. Your role involves understanding client requirements, conducting product demonstrations, resolving client issues, and identifying opportunities for upselling and cross-selling. You will collaborate with various internal teams to deliver excellent service and support channel partners in providing BIPO HRMS solutions to enterprise customers.

Key Responsibilities

• Act as the main contact point for clients and escalate their feedback within the organization.
• Maintain and nurture strong client relationships to ensure continued satisfaction and engagement.
• Identify client needs and promote appropriate upsell and cross-sell opportunities.
• Conduct discovery sessions to understand clients' environments and deliver compelling product presentations.
• Resolve client issues collaboratively with internal stakeholders in a timely manner.
• Keep abreast of market trends and competitor activities to enhance client retention.
• Utilize in-depth product and service knowledge to support and advise clients effectively.
• Prepare and present commercial proposals aligning terms between clients and BIPO.
• Work cross-functionally to guarantee successful service delivery and high client satisfaction.
• Engage in solution discussions involving both internal teams and external stakeholders.
• Develop strategies to drive customer adoption, engagement, and sustainable value.
• Forge strong stakeholder partnerships to achieve mutually beneficial outcomes.
• Assist channel partners in deploying BIPO HRMS solutions to enterprise clients.

Candidate Qualifications

• Possess a bachelor's degree in any field of study.
• Have 3 to 5 years' experience in customer success, account management, or related areas.
• Proficiency in English and at least one local language; Mandarin language skills are advantageous.
• Excellent communication and stakeholder management skills across organizational levels.
• Self-driven, proactive, and focused on achieving results.
• Strong listening abilities and problem-solving capabilities.
• A balanced combination of technical understanding and interpersonal skills.
• Experience handling client-facing responsibilities, including presentations, solutioning, and sales support.
• Familiarity with HR Management Systems or SaaS platforms is preferred.
• A consultative approach to identify and address client needs effectively.