Customer Success Manager II, Enterprise/Scale

2 weeks ago

Singapore BRAZE PTE. LTD. Full time
Roles & Responsibilities

WHAT YOU'LL DO

  • You will take on a hybrid of Enterprise and Scale accounts, largely focused on accounts in Thailand.
  • Success, Implementations or Project Management
  • Own customer relationship and adoption, empowering Braze utilization and value for your book of business
  • Advocate customer feedback to Braze product team and voice in our roadmap
  • Work with some of Braze’s more technically savvy and complex digital first clients
  • Provide continuing education for customers to maximize product usage
  • Hit client renewals, retention and net retention targets
  • Own and assume ultimate responsibility for customer renewals for accounts in your name
  • Dedicated contact for strategy, product training inquiries, and non-technical support
  • Drive feature adoption through targeted on-going training of clients
  • Product expertise through delivery of training and planning workshops to clients
  • Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their customers with Braze through ad-hoc communications, Quarterly Check-Ins and Executive Business Reviews
  • Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing active users
  • Maintain ongoing regular contact with clients
  • Solicit and synthesize customer product feedback towards product development ideas

WHO YOU ARE

  • 3-5 years professional experience with at least 2-4 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
  • You are an excellent communicator
  • You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems
  • You’re known for being a “team player.” We just can’t emphasize this enough
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
  • You have experience managing complex accounts or projects with sophisticated clientsWHAT YOU'LL DO
  • Success, Implementations or Project Management
  • Own customer relationship and adoption, empowering Braze utilization and value for your book of business
  • Advocate customer feedback to Braze product team and voice in our roadmap
  • Work with some of Braze’s more technically savvy and complex digital first clients
  • Provide continuing education for customers to maximize product usage
  • Hit client renewals, retention and net retention targets
  • Own and assume ultimate responsibility for customer renewals for accounts in your name
  • Dedicated contact for strategy, product training inquiries, and non-technical support
  • Drive feature adoption through targeted on-going training of clients
  • Product expertise through delivery of training and planning workshops to clients
  • Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their customers with Braze through ad-hoc communications, Quarterly Check-Ins and Executive Business Reviews
  • Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing active users
  • Maintain ongoing regular contact with clients
  • Solicit and synthesize customer product feedback towards product development ideas

WHO YOU ARE

  • 3-5 years professional experience with at least 2-4 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
  • You are an excellent communicator
  • You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems
  • You’re known for being a “team player.” We just can’t emphasize this enough
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
  • You have experience managing complex accounts or projects with sophisticated clients

Tell employers what skills you have

Account Management
Customer Relationship
Growth Strategies
Valuation
Wealth
Customer Success
Product Engineering
Strategy
Project Management
Advocate
Wellbeing
Capital
Product Development
Tenacious
Silicon

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