Business Nature: SaaS (Software as a Service)
Location: Menara The Stride, Bukit Bintang
Key Responsibilities
Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
Creating an optimized & data-led model of the customer journey, then making sure all internal stakeholders are aligned on it.
Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business.
They also decide how the CS team will track these metrics and who has the overview for each account.
Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.
Manage the customer lifecycle for Large Corporate clients – onboarding, planning and proactively connecting with senior executives.
Closely work with product teams to enable constant improvement in product features based on inputs from clients.
Develop an understanding of client business and processes and help in optimizing the usage of company products more efficiently to drive value.
Overseeing the post go-live support and documenting the recurring issues as part of future implementation.
Requirements
7+ years of customer-facing experience, through a combination of technology, procurement, contracting, legal, commercial and/or consulting leadership.
Demonstrated experience in program and customer management.
Ability to drive multiple priorities and handle complex customer relationships.
Desire to work in a collaborative team environment and willingness to share leading practices regularly with the team.
Experience relating customer business problems & aligning solutions by understanding the platform landscape.#J-18808-Ljbffr