Customer Success Manager (Technical Account Management, SaaS, Up-selling and Cross-selling)

On behalf of our established Client is an emerging Global leader in the $100B+ cloud Communications Platform as a Service (CPaaS), we are sourcing for a Customer Success Manager.

This is a Technical Account Management role. Suitable candidates must have a technical background, with experience in SaaS or CPaaS, up-selling and cross-selling.

 

The Success Manager will be responsible for fostering lasting relationships with the Enterprise Customers collaborating with sales, solutions architects and engineers at delivering innovative communication solutions.

 

As a main point of contact to Enterprise Customers, the Success Manager would be defining the onboarding success plans to drive customer outcomes, and keep engaging them on a regular basis to ensure they are leveraging the client’s solutions in the most effective way. Using a consultative and analytical approach, the Success Manager will be seen as a trusted advisor with industry expertise and identify new growth opportunities.

 

Ideal candidates will be building strong internal relationships and be exceptionally organized. Most of all you are a customer first advocate with engaging communication skills and experience working with customers in the SaaS/Communications industry.

 

Job Scope:

• Establish strong relationships with customers to keep them fully engaged and supported throughout their relationship with us liaising with both a technical and business focused audience.
• Identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions provided by Company and develop a plan to meet said criteria based on regularly cadenced communications with the Customers (QBRs, Weekly Meetings, etc.)
• Provide business, technical, and product knowledge and develop/execute effective success plans to drive customer outcomes.
• Drive revenue growth by demonstrating value, identifying additional up-sell / cross-sell opportunities.
• Escalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impact.
• Gather customer feedback related to product, ecosystem, vertical requirements and filter into relevant teams via agreed protocols to aid prioritization of roadmaps
• Develop a plan with the Account Management team to increase the penetration at Key Customers that provides for better the company’s top management visibility.
• Be innovative and make an impact: on your customers, on your team, and on the company.

 

Essential Traits of Suitable Candidates:

• A robust customer-centric mindset and approach
• Experience in CPaaS / SaaS or communication APIs
• An understanding of how Professional Services/ Customer Success teams operate
• Detail oriented with excellent account management, time management and problem solving skills
• Exceptional written and verbal communication skills with a high-level of professionalism
• The ability to self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
• Pragmatic and realistic and can build strong internal working relationships to support customer delivery requirements
• Confidence and patience in face to face customer engagement , ability to lead internal and external meetings
• Positive, proactive and solution oriented attitude to everything you do

 

 

Job Requirements:

• Bachelor's degree (or equivalent) or higher

More than 4 years of experience working in a customer relationship management or customer facing account management role with technical customer base and corporate IT projects and processes.

• Experience in Project Management" or "Program Management" with a track record of consistently driving successful customer projects and programs.
• A tech savvy mind , with a good understanding of the trends driving innovation in technology, particularly in mobile, cloud and consumer areas
• Availability for international travel (post COVID) and the flexibility to work outside regular regional business hours if the need arises
• Previous experience in using CRM systems such as Gainsight or Strikedeck and familiarity using tools like Jira, Tableau and Salesforce.
• A highly quantitative approach to understanding, measuring, and forecasting Customer behaviour and revenue.
• Intellectual curiosity with a strong interest in evolving technology.

 

If you are keen in this role, you may also send us your updated CV in MS Words format to Christopher Wong (R1104673) at  christopher.wong@gmprecruit.com for review and we will arrange for a convenient time to speak more.

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Christopher Wong | Registration No: R1104673