Perx Technologies
Country : Singapore
  • Full-time

Client Success Manager

Perx Technologies Pte Ltd


About Us

Customers today are becoming highly flirtatious, are spoilt for choice and are no longer lured by brand loyalty. The days of rewarding customers based on transactions and post redemptions are gone. Contextual and predictive engagement is fundamental for businesses today.

Perx Technologies, a leading mobile customer engagement and MarTech solutions provider, enables businesses of all sizes to acquire, engage and reward their customers, intelligently and contextually via real-time, predictive insights.

Perx’s enterprise Platform is an integrated end-to-end cloud platform; driven by mobile first, data-led approach that enables businesses to create a new, yet unrealized, revenue stream by transforming their customers’ data into a powerful marketing platform.
Perx’s comprehensive and integrated marketing technology platform leverages on insights and marketing automation; enabling brands to improve its customer engagement through user experience, customer data, and analytics.

The platform’s software as a service(SaaS) architecture enables businesses to quickly integrate customer engagement and rewards management in their existing technology or use as a standalone solution, helping them bridge the gap between B2B and B2C.

With more than five years of experience in innovating, developing and managing its mobile loyalty and rewards app, Perx is one of few leaders in its category with an existing referenceable implementation. Adopting its own enterprise platform, this lends Perx credibility in helping companies generate unrealized revenue streams with the power of intelligent data and a full service marketing campaign manager.

Understanding today’s business challenges, Perx Technologies’ solutions will help conventional businesses that are not capable of fixing their revenue models.

Specialties
Loyalty, Mobile Advertising, Mobile Commerce, Social Loyalty, Customer Relationship Management, Email Advertising, Mobile Loyalty, Engagement, Segmentation, and Identifying Top Customers/Segments.

Founded: 2011.
Headquarters: Singapore.
Industry: Technology - Consumer Services.
Company Size: 11-50 employees.

Website: www.getperx.com

Responsibilities

Overview:

  • The Client Success Team at Perx plays a key role in acting as the face of the company for the Perx app and enterprise business. The ability to keep active users on the app at a steady increase consists of three important points in management. Higher number of quality merchants pushing rewards to Perx users on a weekly basis. Enabling the merchants to creatively do campaigns to drive the same. And lastly proliferating the rewards to end users so that they actively use the app to collect points and redeem rewards.
  • To achieve the above, a mandatory requirement for this role is to be an extravert and a people person. The role is expected to use these character traits to driving revenue by fostering relationships with Perx clients. Perx clients fall under 4 major categories: Marketing services clients, Enterprise clients, App Merchants and App Consumers/users.
  • The brand equity of Perx should be well safe guarded while rolling out reward based loyalty campaigns from Merchants. Remember, when an EDM, or a Social Media Post or any other channel of communication is opened and clicked upon, it represents Perx. Following strict guidelines in terms of messaging, imagery, context and meaning is very important to the achieving the above objectives.
  • Reporting into the Marketing Director, this role leads the Perx Client Success team. The team strives to achieve the objective to drive and develop integrated marketing strategies and campaigns to penetrate and expand Enterprise and App business and accounts.

Key Objectives

  • Increase in Month on Month active app users.
  • Successfully on-boarding quality merchants on board rewards program
  • Re-activating  dormant merchants onto the Perx app every week
  • Increase merchant engagement through by inventing new reward campaigns on a daily basis
  • Work with the Marketing Director to launch a new form of revenue driving campaign for one of our current clients within 12 months.
  • Work with the Marketing Director to re-new marketing services for existing customers
  • Achieve new merchant onboarding KPI QoQ
  • Achieve re-activation KPI of passive/dormant merchants QoQ
  • Ensure App user and Enterprise client response time within stipulated guidelines

Responsibilities

  • Assist the Marketing Director with Enterprise client marketing consultation and marketing management as required when clients on-board including EZ-Link.
  • Lead the Client Success team including directly managing the Client Success Executive. You will provide leadership and direction for the team ensuring they deliver on business objectives, setting goals and managing personal performance.
  • Plan and strategize Marketing initiatives for Marketing services clients and Merchant campaigns on Perx Platforms. Briefing of client and merchant campaigns to the Digital and Content Manager and Creative Designer for design and implementation
  • Work as a Single point of contact for the 4 main Perx client category for post-sale activities and support.
  • Work with the Marketing Director to identify like-minded partners to build Contra partnerships for Perx App and Perx Enterprise.
  • Manage new merchant acquisition for Perx or enterprise clients to fuel their rewards and loyalty programs.
  • Educate clients on the value of Perx, digital marketing, best practice and new media opportunities.
  • Manage merchant strategy and lead the team in execution including on-boarding, renewal, cross-sell/up-sell and engagement – developing a strategy and process for best practice and efficiency.
  • Manage all product platforms i.e loyalty, EZ-link catalogue, scratch cards, internal dashboard
  • Foster relationships with strategic client accounts and drive a client-centric culture within the company 
  • Key team contact with the sales team including representing CS and marketing at weekly sales team meeting.
  • Work closely with the product team when Perx app users raise a flag on user experience or reward redemption based issues.
  • Triage inbound client issues and oversee resolution with the Tech team as per the SLA identified
  • Define, manage and continuously improve the company's client issue response practices across all response platforms including Zendesk, App Store Profiles and Facebook.
  • Lead the tech stand ups ensuring the calendar invite is up to date, agenda points are itemized and followed up on.
  • The CS Manager touches all parts of the business. You are the heart and soul – providing leadership and process to everyone within Perx with your positive attitude and energy.

Requirements

Requirements

  • Bachelor’s or Master’s Degree
  • Minimum 4-6 years experience in B2C customer servicing and B2B business consulting and client services, marketing. Corporate training or related field will be an advantage, preferably in the software/tech industry
  • Exceptional communication skills with a natural affinity for client relations
  • Excellent writing, editing and presentation skills
  • Extreme attention to detail and commitment to quality
  • Problem solver with analytical capabilities who thrives on collaboration
  • Energetic, creative, self-motivated, flexible and eager to contribute

Total applicants :15 Job posted 11 days ago Total Views : 161 Unique Views : 160 Today Views : 10


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