Job description
The Company
Our client is an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facilities maintenance, scheduling & labour management, and time & attendance purpose-built for the hospitality market.
The Role
We are seeking an experienced and motivated customer success professional to join our growing Customer Experience team as a technical Customer Success Manager (CSM) covering clients in the Asia Pacific region (APAC). The individual in this role will be responsible for providing direct support to customers, helping build a customer success team to serve our customers in the region, and from time to time assist in the sales process with prospective customers from a presales perspective.
Our CSMs are expected to cultivate strong and productive relationships with our customers and guide the customer’s journey with our client from initial on-boarding through to ongoing operations, by using proactive engagement strategies and customer advocacy. CSM for APAC is responsible for the following major objectives.
Customer Onboarding
Our customer success team provides the primary point of contact for new customer onboarding as they transition from purchase to implementation. CSMs are expected to contribute to a process of continual improvement to ensure our customers can become effective and successful in the shortest possible timeframe. Every customer is different, and our customer success professionals must be able to adapt to the needs of the customer during onboarding, while keeping the customer aligned with the onboarding process.
Customer Satisfaction and Health
Our customer success team monitors the health of customer relationships. They predict and navigate customer challenges and offer solutions that drive the highest levels of customer satisfaction, retention, and additional enrichment opportunities. A CSM can be expected to provide direct support to a customer experiencing issues and works with the Client Services (Support) and Implementation teams to help expedite the resolution of issues.
Customer Effectiveness (Consultation)
As a CSM, you will build relationships with our customers and become a trusted advisor and the “go-to” person for best practices and advice. You will be an integral part of their success and bring value to every interaction. A CSM is expected to help customers maximize the benefits of our solution, and from time-to-time may deliver training to achieve those goals.
Customer Retention and Utilization
As a CSM, you will drive accelerated adoption and usage of their software, leading to higher renewal rates and expansion. Your role will also include providing guidance to the Product team on prioritizing specific initiatives and features being developed that would help drive sales revenue and customer satisfaction. A CSM will be responsible for customer retention within their assigned areas of responsibility.
Customer Presales
As a technical CSM, you will develop and be required to possess an in-depth knowledge of our company’s workforce and service management solutions to prospects and existing clients. You should be able to relate this knowledge in way understandable to technical and non-technical customers. You should be driven to achieve your sales goals and have excellent sales and customer service skills.
The Person
We are looking for a professional who can quickly absorb and retain product knowledge, proactively engage with customers through multiple communication channels and can operate with a minimum of direct supervision. Our teams are a close-knit and mutually supportive corporate family. The ideal candidate is highly motivated, collaborative, and outgoing with a strong bias towards client service and product support excellence and has experience providing customer care for large customers.
This position will require occasional travel to customer sites that is not expected to exceed 30% on average. Compensation for this position is consistent with industry standards and commensurate with a candidate’s knowledge, skills and experience.
Fluent in both English and Mandarin.
Excellent people skills, with a demonstrated ability to build relationships, find customer pain points, perform networking, and understand customer use cases.
Prior experience as a Customer Success Manager or Customer Experience Manager supporting one or more SaaS solutions, or experience supporting and/or managing a diverse base of customers in a technology-oriented environment.
Experience working in varied sized accounts with responsibility for upselling, renewals, and uplift negotiation.
Familiarity with Salesforce and Customer Success CRM tools
Prior experience in team-building and leading small teams to achieve targeted goals.
Prior demonstrated experience in working with large and complex customers.
Demonstrated ability to be flexible and adaptable in the context of a dynamic and growing business.
Prepare and give technical presentations to prospective customers
Communicate with the sales team to understand customer requirements and offer sales support where necessary.
Experience in sales and the technology field
Degree qualification or equivalent work experience.
Experience selling into the hospitality industry or a background in hospitality.
Experience in demonstrating software capabilities and features in one-on-one scenarios, in small group settings or to large groups, either remotely or in person.
Experience in managing projects.
