Customer Success Executive

About Sleek

Through proprietary software and AI, along with a focus on customer delight, Sleek makes the back-office easy for micro SMEs.

We give Entrepreneurs time back to focus on what they love doing - growing their business and being with customers. With a surging number of Entrepreneurs globally, we are innovating in a highly lucrative space.

We operate 3 business segments:

1. Corporate Secretary: Automating the company incorporation, secretarial, filing, Nominee Director, mailroom and immigration processes via custom online robots and SleekSign.  We are the market leaders in Singapore with ~5% market share of all new business incorporations
2. Accounting & Bookkeeping: Redefining what it means to do Accounting, Bookkeeping, Tax and Payroll thanks to our proprietary SleekBooks ledger, AI tools and exceptional customer service
3. FinTech payments: Overcoming a key challenge for Entrepreneurs by offering digital banking services to new businesses

Sleek launched in 2017 and now has around 15,000 customers across our offices in Singapore, Hong Kong, Australia and the UK.  We have around 450 staff with an intact startup mindset. 

We have achieved >70% compound annual growth in Revenue over the last 5 years and, as a result have been recognised by The Financial Times, The Straits Times, Forbes and LinkedIn as one of the fastest growing companies in Asia. Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Singapore.

About the role

We are looking for a Customer Success Executive-Upgrade who is excited about the below mission and outcomes over the next 6-12 months.

Mission: The main mission is to increase Sleek’s revenue by monitoring clients usage of our Accounting and Corporate secretary services and upgrading their plan accordingly.

Outcomes:

1. A 80% to 90% conversion rate of our clients to be upgraded to achieve the monthly targets
2. Address client’s need and negotiate the best deal for our clients and Sleek
3. Minimising the churn of our clients and addressing any concern or dissatisfaction
4. Have a very disciplined approach to client communications and follow ups
5. Update templates and suggest process improvements
6. Engage internally with the accounting team to address escalations
7. Share feedback and tips with other members of the upgrade team, working in different markets or in other teams

Requirements

1. A minimum of 2-3 years working with external clients as Account Executive/ Customer Success Executive or Manager, with a proven track record of increasing revenue per customer (B to B preferred)
2. Experience in Startups is a plus, ideally in a SaaS environment
3. Proactive with a positive can-do attitude to roll up their sleeves and ensure targets are exceeded
4. Client centric, always keeping our client’s best interests at heart
5. Outstanding verbal and written communication skills
6. Zendesk Tableau or similar software experience preferred
7. Cantonese fluency is mandatory

Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the below attributes in their recent roles:

Ownership: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.

Humility: There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self-awareness and emotional intelligence.

Structured Thinking: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team, and customers.

A great listener: Our prospects need to feel heard and understood by you.  You will present in a kind, calm, warm, attentive manner - working cooperatively to help solve the needs of our potential customers and never interrupting them.

Data driven: We are a data rich business with ~15,000 small customers.  Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strat