Customer relationships

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from Singapore
A partner account manager is a job title within a vendor organization that uses channel partners to sell its products or services. A vendor may employ one partner account manager or a team of channel managers whose responsibilities include developing marketing strategies and growing partner revenue.

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9 Customer Success KPIs to track
Customer churn rate
Customer churn rate (sometimes referred to as customer attrition rate) is used to capture the percentage of customers who no longer use your product or service.

Monthly Recurring Revenue (MRR)
Monthly Recurring Revenue or MRR is a normalized calculation of a business’s predictable revenue on a monthly basis. MRR is a critical metric for Software-as-a-Service (SaaS) or subscription-based companies. SaaS companies track their MRR for financial forecasting and planning, as well as measuring growth and momentum.
Average Revenue Per User (ARPU)
Average Revenue per User (ARPU), also known as Average Revenue per Unit, is the average revenue received per user over a period of time. ARPU allows businesses to gain a deeper insight into Profit generation capability; Understanding customers; Financial forecasting; Comparison to competitors.
Net Dollar Retention
Net Dollar Retention is the metric that calculates the revenue change that is generated by existing customers. It is one of the most crucial customer success KPIs. NDR is used to further describe the changes in recurring revenue over time according to upgrades, downgrades, and churn.
Net Promoter Score (NPS)
Net Promoter Score or abbreviated as NPS refers to a measurement that evaluates customer satisfaction and loyalty. NPS is measured based on the answers of a survey that asks customers how likely they are to recommend your service or product on a scale of -100 to 100.
Conversion Rate
Conversion rate is the percentage of customers that complete the desired action. It shows how successful you are at converting prospects into paying customers or taking the desired actions. Common conversion examples: Making a purchase; Subscription to a paid plan; Registering on a site
Customer Health Score
Customer Health Score or Customer Health Scoring is the process of scoring customers based on their likelihood to grow, renew flat, or churn. A customer health score can help customer success managers and teams to identify the risks before they arise and unhappy customers. This way, they can minimize the churn rate.
Customer Lifetime Value (CLV)
Customer lifetime value (CLV or CLTV, LTV) is the expected total revenue or net profit that you can expect from a single customer to bring to your company throughout the whole relationship with the customer.
Customer Retention Cost (CRC)
Customer retention cost or CRC is a metric that shows the total cost of retaining an existing customer. By measuring your CRC, you can make smart moves on how much you should spare for your marketing budget and keeping loyal customers.
No-risk talents
We supply professionals proficient in software development, management consulting, data analytics, UI/UX, digital marketing, channel partnerships, financial management, project and product management, from our largely Singapore-based talent pool. Each talent is selected for their subject matter expertise and their experience working in managed teams. All talents comes with a risk free trial period so that you can ascertain their capability prior to starting officially.
The benefits of having customer success managers

1. Streamlined user onboarding
With a customer success manager assigned to each new customer, you can ensure that they’re comfortable (and happy) every step of the way — leading to increased adoption. Likewise, a customer success manager can be instrumental in retaining a customer who is currently on a free trial by guiding them through the process, answering questions, and providing key support at an early stage.
2. Lower customer acquisition cost
Over time, running a customer success program will generate valuable insights into what works and what doesn’t. This will help you channel your sales and marketing in the right direction and reduce the cost of acquiring new customers.
3. Higher lifetime spend and lower churn
Customer success is, at its heart, about keeping your customer happy. A happy customer is less likely to leave. They’ll also spend more on the product over time, so your customer lifetime value goes up. That’s a win-win-win!
4. Enabling a feedback-driven development cycle
Part of the relationship formed between a customer and a customer success manager is an honest feedback loop. Because the relationship is one-on-one, CSMs are often privy to crucial feedback which — when used appropriately — can result in valuable changes to the product.
Our Process

1
Specific
Define the nature and scope of the project at hand
2
Measurable
Provide design and development-ready specs, launch plan
3
Achievable
Define the first KPI and milestone
4
Relevancy
Meet the individual or team to conduct the project at hand
5
Time and Cost
Agree estimates and time period to finish the project at hand
FAQs

How are Topptalent Customer Success Managers different from others?
At Topptalent, we pre-screen our talents to ensure they are of a high calibre. We also pre-scope the project at hand to confirm tasks, deliverables, KPIs, milestones and results. You'll work with growth specialists who understands your goals, technical needs, and team dynamics. The end result: expertly vetted talents from our network, custom matched to fit your business needs.
Can I hire Customer Success Managers in less than 48 hours?
Depending on availability and how fast you can progress, you could start working with a growth specialist within 48 hours of signing up.
Are there subsidies if I hire a Customer Success Managers for my company?
Generally there would be wage subsidies if you hire a Singaporean or SPR, we will advise what the wage credits could be and how to get it.
What is the no-risk trial period for Customer Success Managers
You can begin each engagement with a trial period of up to two weeks. This means that you have time to confirm the talent will be successful. If you're completely satisfied with the results, we'll bill you for the time and continue the engagement for as long as you'd like. If you're not completely satisfied, you won't be billed. From there, we can either part ways, or we can provide you with another expert who may be a better fit and with whom we will begin a second, no-risk trial.
How do I hire a Customer Success Manager?
The first step is understanding that you need to retain and upsell to your customers, followed by the next step - to identify a customer success manager who has the experience level necessary to help you define the goals you want to achieve.
Customer Success Managers are in demand
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