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Client Success Manager

Job Title: Client Success Manager
Contract Type: Contract
Location: Singapore
Industry:
Salary: Negotiable
Reference: 247955
Contact Name: Maricris Fermin
Contact Email: maricris.fermin@peoplebank.asia
Job Published: July 04, 2022 17:44

Job Description

Client Success Manager

  • 12 months contract role, maternity leave cover

Our Client

  • Well known social media company

The Opportunity

The Client Success Manager will be responsible for working with our client's largest and most strategic customers. In this senior level role you will maintain a high level of customer satisfaction by building long-term strategic relationships with customers and partners, ensuring that their experience with the product is transformative for their business.

A significant part of your role will be to serve as a customer advocate, often functioning as a liaison between customers and all internal teams (e.g. Partners, Solution Architects, Marketing, Product, etc). This is a hands-on, high execution role which requires excellent business, technical and analytical skills to launch the product with Fortune 500 companies.

This is an exciting opportunity to become a true partner to strategic customers and shape how the product evolves by representing the voice of the customer.

Job Responsibilities:

  • Develop a trusted advisor relationship with customer executive sponsors and help them translate their product vision into execution
  • Represent and convey the product's value proposition to audiences ranging from Sr. Executives to technical stakeholders, driving adoption, engagement and growth
  • Build customer adoption and engagement by identifying opportunities for business transformation using the product, proactively address any issues, and delivering services via partners
  • Partner with Growth Manager & XFN teams to drive exponential growth of the product in ANZ
  • Ensure internal alignment on account strategy by partnering with Growth Managers, Partners and Solution Architects to engage in pre-sales motions as necessary, develop and execute on customer success plans and create the conditions for adoption and expansion
  • Continually assess, document, and analyze customer progress toward stated goals and results
  • Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction
  • Innovate with customers using technological innovations (e.g. bots)
  • Help build the product community through thought leadership, events, and developing best practices
  • Gather customer product feedback to shape product roadmap development
  • Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
  • Drive initiatives to help build and scale the team and practices

Your Background

MINIMUM QUALIFICATIONS

  • BA/BS degree required, MBA or other relevant advanced degree preferred
  • 7+ years of account management, sales or implementation experience at a software/SaaS company
  • 5+ years of business development, account management or project management experience in APAC and ANZ
  • Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
  • Excellent organization, project management, time management, and communication skills
  • Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
  • Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment
  • Ability to lead cross function business and technical teams to provide to achieve measurable impact
  • Proven ability to build and sell business cases to customer teams
  • Strong understanding of business processes and their implementation into enterprise applications
  • Willingness to 'roll up one's sleeves' and assist wherever needed
  • Team player who will innovate to continue improving the way Workplace serves its customers

PREFERRED QUALIFICATIONS

  • Strategy consulting
  • Organizational change management, internal communication or HR practices
Interested parties please click "Apply Now" or send your CV directly to Maricris Fermin (EA Reg no: R1110126) at Maricris.Fermin@peoplebank.asia.

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.