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Strategic Customer Success Manager (ASEAN)

Sales/Direct Hire

CLIENT SUMMARY 
Our client is one of the fastest growing enterprise artificial intelligence and machine-learning platform in the world. This tech unicorn is looking to expand its foot print to cover the commercial sector across ASEAN, managing the non named accounts.  

RESPONSIBILITIES

We are seeking an experienced Strategic Customer Success Manager to join our Customer Success team in Singapore. Your primary focus will be driving customer adoption, retention, and growth while ensuring exceptional customer experience. You will personally manage a portfolio of key customer accounts, ensuring direct engagement and tailored support for each.

  • Actively serve a portfolio of assigned accounts based in ASEAN, including some of the world leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing, and technology
  • Gain an understanding of client use cases and desired business outcomes and help a large number of licensed users achieve these goals via the company & associated professional services
  • Leverage Customer Health analytics to identify customer expansion opportunities & churn risks
  • Provide guidance to customer organizations on how to leverage the company to implement data science projects from design to production
  • Collaborate with the Sales team to expand customer relationships & ensure renewals
  • Implement customer engagement strategies, including adoption plans, value assessments, and Executive Success Reviews
  • Collaborate with Marketing to grow a library of customer testimonials
  • Inform customers of Company Product roadmap & provide continuous customer feedback to the company Product team
  • Oversee the management of a portfolio of customers, ensuring high levels of customer satisfaction and loyalty
  • Collaborate with cross-functional teams to resolve complex customer issues
  • Identify and pursue upsell and cross-sell opportunities

REQUIREMENTS

  • Experience in data science, analytics, or big data markets is highly preferred 
  • 10+ years of experience in Customer Success, Account Management, or a related field
  • Strong understanding of customer success principles and best practices
  • Strong natural and intellectual curiosity, especially around the application of technology to solve all kinds of problems, with the confidence to ask deep questions to understand prospective customers current and desired future state.
  • Experience in technical pre-sales or post-sales, preferably in a high-growth environment

JOB ID: 2183

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