Data Operations & Support Manager

Singapore, Singapore

Full Time Senior-level / Expert
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Nugit
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Nugit is looking for highly talented individuals to join our Customer Success Team. The Data Operations & Support Manager will provide continuous service to their assigned accounts in pursuit of delivering value, and our customers’ desired outcomes, throughout their relationship with Nugit.

 

If you’re smart, have a passion for data, have a strong acumen for business, and are looking to grow your career, we’d love to talk to you.

 

What you'll be doing

The objective of this role is to deliver value and drive platform usage of Nugit, and to help our platform become a mission-critical part of our customers’ organization. You will be responsible for driving awareness and adoption of Nugit, including but not limited to onboarding training (onsite and webinars) and regular reviews, as well as consulting and best practice sharing sessions with the customer.

 

The main goals for the Data Operations & Support Manager are client retention in the form of contract renewals and contract expansion in the form of upsells. 

 

Role and Responsibilities:

  • Manage the day-to-day operations, goal setting, performance management, and growth of Customer Support Executives

  • Serve as a coach mentor, and leader to help individuals achieve both their personal goals and ensure customers receive the best possible resolutions while meeting with the business's strategic goals and KPIs

  • Own issue escalations, including accurate triaging, SLA management, and task resolution

  • Join forces with stakeholders across Nugit to build and improve programs and processes that drive effective growth for our clients and business

  • Create reports/dashboard to analyze customer and support performance data to make informed decisions about team management, operations, and strategy



 

Requirements

Required Experience


  • Have 3-5 years of experience working in customer support/service, preferably in the tech industry

  • Have proven track record of managing and mentoring people

  • Familiarity with technical terminology and engineering standards, and able to translate technical terminology into layman terms

  • Proficient with data monitoring, analysis, and manipulation skills

  • Ability to work autonomously

  • Comfortable working with ambiguity

  • Working knowledge of Excel

  • Working knowledge of SQL and Javascript is a plus

  • Familiarity with digital marketing is a plus


We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply! We’d love to hear from you


Job perks/benefits: Career development
Job region(s): Asia/Pacific
Job stats:  1  0  0
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