Location: Hong Kong
Our Client is an international publicly listed software based in the UK. It is undergoing an exciting level of rapid expansion as it seeks to dominate the Robotic Process Automation market around the globe.
Since its listing on the London Stock Exchange AIM market in early 2016, it has grown its customer base more than threefold with sales revenue, employee headcount and other business metrics also growing at an exciting rate. It is has offices in London, USA, Japan, Australia and India.
Our Client operates a 100% indirect sales model, meaning that all deals are transacted through reseller partners, who range from global Systems Integrators such as Accenture, Deloitte, EY and IBM down to smaller, geographically specific, advisory and implementation partners.
Robotic Process Automation (RPA) uses software robots to automate routine tasks and business processes traditionally undertaken by people in low value and routine-driven roles.
Client does more than this, provisioning a Digital Workforce – made up of software robots – to deliver strategic benefits through technology. Its technology platform not only automates work but opens up the opportunity to capitalise on new technology developments – for example in AI, voice recognition, machine learning and virtual assistant technologies to name a few – in order to enable a transformation in customer experience and service offerings.
Our Client is currently seeking an enthusiastic and motivated individual with a passion for customer success to join our team.
You will be responsible for elevating the customer experience within Client's strategic accounts. The primary goal is to ensure customers derive maximum business benefit from their Digital Workforce powered by Client's Robotic Operating Model (ROM) in as short a time frame as possible by mobilising the services and resources required to support the removal of all potential roadblocks along the customer journey.
You will work closely with other internal teams and Partners to drive success and strive to make each customer you work with a reference.
You will serve as the advocate of the customer to represent their needs with both their Partners and the internal entities of Client including Partner Management, Customer Support, Professional Services, Product Development, and Sales.
This role will warrant frequent discussions with customers and partners, webinar presentations, customer site visits on a need basis and periodic status reporting on milestone achievements.
• Candidates with a strong project/program management and demonstrable consultative skills will also be considered.
You will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the Sales organisation, Partners, Support team, Professional Services and Product Management to ensure that Client is delivering overall superior service and support to our customers.
Additional responsibilities include but are not limited to the following:
customer’s capability and ROM.
Customer and the Client executive
Customer Experience team
• Identify potential case study material from customer success stories and liaise with marketing to get the ball rolling