Job Description

• Be the single point of contact for the platform, cultivating stakeholder relationships and communications while managing stakeholders’ expectations
• Follow up with mentors and mentees prior to and after completion of mentoring sessions
• Support clients through the entire implementation cycle, from launch to post-implementation support
• Respond to customer queries in a timely and accurate manner
• Schedule regular meetings with clients for feedback and to ensure they are satisfied
• Track and measure key data for both Portal and FutureLab.my i.e. site visits, sign up, bookings, completion, demo requests, etc
• Gather customer feedback to share with Product, Sales and Marketing teams
• Define key features of the platform & success criteria
• Help sales team up-sell or cross-sell services and products
• Support the team when needed and not limited to events and community gatherings
• Help clients maximize their ROI with our product
• Ensure both the company and clients adhere to contract terms
• Do quality checks on FutureLab’s product and services
• Influence our technology platform for the better and have views on how it can help grow the community better
• Monitor client/customer complaints on various platforms and reach out to provide assistance
• Inform clients about new features and functionalities
• Come up with Customer Experience processes and SOPs 
  
  

Job Requirements

• An affinity for SaaS enterprise software
• Has experience in managing SaaS implementations
• High attention to detail and strong follow-through ability
• 1year working experience in a startup or similar style environment 
• Experience managing projects with lots of moving parts
• Strong communication skills and high levels of empathy
• Excellent command of written and spoken English
• Degree in Business, Engineering, Information Systems, working experience in a related field or equivalent experience

Company Benefits

Additional Info