Customer Success & Project Management Specialist

Customer Success & Project Management Specialist

Customer Success and Project Management Specialist

Location: Australia, Indonesia, Malaysia, Singapore (Hybrid)

KeyReply is seeking a proactive Customer Success and Project Management (CSPM) Specialist to manage client relationships, ensure successful project delivery, and drive ongoing client success. If you have a background in healthcare or customer-based SaaS, along with strong project management and communication skills, this role is for you.

Key Responsibilities:

Commercial Growth

Overview: You will manage client projects from initiation to completion, ensuring that deliverables align with project plans. In addition, you will actively seek opportunities for upselling and cross-selling our solutions to drive client growth.

Key Skills: Strong project management skills, an eye for business growth, and the ability to manage multiple projects efficiently.

Customer Success

Overview: Maintain strong relationships with clients through regular check-ins, ensuring they are satisfied with project progress and outcomes. Gather feedback through surveys and business review sessions, ensuring client concerns are addressed proactively.

Key Skills: Excellent communication, client relationship management, and the ability to foster long-term partnerships.

Product Implementation and Process Improvements

Overview: Ensure high-quality training and chatbot setup tailored to client needs. You will guide clients in designing user-friendly chatbot conversations and ensure seamless implementation of our AI solutions.

Key Skills: Experience in user experience design, understanding of AI chatbot models, and the ability to lead clients through product training and onboarding.

Continuous Learning & Growth

Overview: Contribute to the growth and knowledge of the team by sharing best practices, learning from new product features, and leading internal training sessions. Demonstrate a commitment to professional development by participating in industry-relevant courses and trainings.

Key Skills: Desire for continuous learning, leadership in knowledge sharing, and the ability to apply new insights to improve team and project performance.

Skills and Qualities that We Are Looking For:

Adaptability & Problem-Solving: You can quickly adjust to new situations and challenges, bringing creative thinking and resourcefulness to find effective solutions.

Initiative & Drive: You take ownership of your tasks, act with urgency, and are motivated to push projects forward independently while delivering results on time.

Client-Centric Mindset: You understand client needs deeply and prioritize their success. You are skilled at maintaining strong relationships and identifying areas to deliver additional value without being pushy.

Organizational Excellence: You have strong organizational skills and pay close attention to detail, ensuring smooth project execution and handling multiple priorities with ease.

Industry Expertise: You stay up to date with trends in SaaS and healthcare, bringing informed insights to guide project decisions and client interactions.

Healthcare & SaaS Knowledge: Experience in either or both of these industries, giving you a solid foundation for understanding client needs in these sectors.

Project & Stakeholder Management: A proven history of successfully managing projects from start to finish, coordinating with both internal teams and clients.

Client Relationship Building: Demonstrated ability to cultivate long-lasting client relationships, ensuring satisfaction, driving renewals, and identifying opportunities for expanded services.

If you’re excited about driving client success and managing impactful projects, we’d love to hear from you!