Director of Customer Success
6 days ago
About the Company
Intralinks is a leading, global technology provider of inter-enterprise content management and collaboration solutions. Through innovative Software-as-a-Service solutions, Intralinks solutions are designed to enable the exchange, control, and management of information between organizations securely and compliantly when working through the firewall. More than 2 million professionals at 800 of the Fortune 1000 companies depend on Intralinks' expertise. Intralinks has more than 15 years of experience with a track record of enabling business collaborations and high-stakes transactions valued at more than $19 trillion. Intralinks is a trusted provider of easy-to-use, enterprise strength, cloud-based collaboration solutions. Intralinks is headquartered in the USA and operates more than twenty offices on four continents
About the Role
Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our services and continue to purchase on a recurring basis. As such, we need an executive to own driving success for our APAC customers. This role includes responsibilities for Customer Success activities (on-boarding, adoption, advocacy, retention) and outcomes (e.g., renewals, up-sell).
Responsibilities
- Client Relationship Management: Serve as the primary point of contact for key clients in the APAC region, building and maintaining strong, long-term relationships. Understand clients' business objectives, challenges, and expectations.
- Client Onboarding and Adoption: Lead the onboarding process for new clients, ensuring a smooth transition and implementation of services.
- Customer Success Planning: Develop and implement customer success strategies to drive client engagement, retention, and loyalty. Define success metrics, KPIs, and benchmarks to measure and track client satisfaction, usage, and outcomes.
- Client Advocacy and Feedback: Act as a client advocate within the organization, representing the voice of the customer. Solicit and gather client feedback, testimonials, and case studies to showcase success stories and drive business growth.
- Team Leadership and Development: Lead World-class Customer Success Team in the APAC region. Attract and retain high potential individual contributors into team. Foster collaboration within team and across the organization. Provide guidance, coaching, and support to help team members. Encourage continuous learning within team.
- Performance Monitoring and Reporting: Monitor and analyze key performance metrics related to customer success, including client retention rates, satisfaction scores, and revenue growth. Prepare regular reports, dashboards, and presentations for internal stakeholders and executive leadership.
- Cross-functional Collaboration: Collaborate with internal teams such as sales, technical operations, and product management to ensure alignment of customer success initiatives with overall business objectives.
Qualifications
- Experience: 7+ years experience in years of customer success experience working in B2B SaaS Environments.
- Management Experience: 5+ years of management experience as a customer success team manager or leader.
- Ability to manage influence through persuasion, negotiation, and consensus building.
- Strong empathy for customers and passion for revenue and growth.
- Analytical and process-oriented mindset.
- Enthusiastic and creative leader with the ability to inspire others.
- Excellent English communication and presentation skills.
- Travel: Willingness to travel up to 10% of the time across the APAC region.
- Relevant Bachelor’s degree.
Tell employers what skills you have
MASSIVE
Leadership
Technical Operations
Content Management
Relationship Management
Customer Success
B2B
Product Management
Advocacy
Team Leadership
Advocate
SaaS
Revenue Growth
Presentation Skills
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