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Senior Client Success Manager

1 month ago

Singapore EMARSYS PTE. LTD. Full time
Roles & Responsibilities

What you'll do

As a Senior Client Success Manager, you will own the satisfaction, retention, and growth of a portfolio of Emarsys clients. Your primary focus will be building long-term, successful partnerships by understanding each client's business objectives, marketing goals, and challenges. You will work closely with senior stakeholders to drive value and demonstrate how Emarsys' technology can optimize their customer engagement efforts. You'll actively engage with clients to identify opportunities for automation and deeper platform integration, ensuring their marketing operations are streamlined and effective. By leveraging your expertise in digital marketing best practices and Emarsys solutions, you will ensure clients achieve measurable results, helping to grow their investments. Additionally, you'll foster client advocacy, contributing to testimonials, case studies, and driving attendance to company events. You'll also collaborate with internal teams to manage renewals, upsell, and cross-sell opportunities, ensuring accurate forecasting and reporting via Salesforce.

Key Responsibilities


• Own the ultimate success of a portfolio of Emarsys' Clients by taking responsibility for the Satisfaction, Retention

and Growth of each account.


• Become the expert on your client's business objectives, marketing goals, pain points, and overall organizational

structure to ensure the Emarsys platform brings value to the client in the right ways


• Push to meet with senior stakeholders within each client account on a regular basis, strategically drive forward client projects internally, and create new opportunities through your intimate knowledge of your client's strategic

objectives. Identify opportunities for clients to reduce their workload through automation and deeper integration of the Emarsys platform into their marketing operations.


• Work with the Senior Stakeholders of your account portfolio to understand and assess their business objectives and promote Emarsys' value and ROI through adoption and usage of our solutions.


• Manage and constantly improve the on-going client relationship for all of your assigned accounts by working with Technical Client Services, Professional Services and Strategic Services to deliver a best in class customer experience to all of your clients and act as the point of escalation for client-specific issues if they affect the relationship and/or revenues.


• Use your knowledge of digital marketing best practice and Emarsys solutions to oversee client growth and deliver a return on the clients Emarsys investment.


• Use your relationships with clients to create advocacy within your portfolio to drive testimonials, case studies and references to create new business opportunities. Additionally, drive client attendance to company events and

webinars


• Take ownership of the transfer of information from Product Development and Marketing to your portfolio of clients to drive upsell and cross selling opportunities and secure our long-term revenue stream through the timely renewal of client contracts.


• Forecast renewal and cross-sell/upsell opportunities to the business


• Consistently and regularly use Salesforce & other information systems to provide timely and accurate forecasting

and reporting of activity.

What You Bring


• High energy and a passion for technology and digital marketing.


• Proven track record in a quota-driven role, with a desire to hit targets.


• Deep knowledge of digital marketing and experience in the sector.


• Comfortable in a fast-paced, high-growth environment.


• Expertise in client management with excellent communication skills.


• Strong negotiation and communication skills (both written and verbal).


• Ability to manage change, think strategically, and make complex decisions.


• Confidence in speaking and presenting to senior-level stakeholders and large groups.


• Process and task-oriented with strong organizational skills.


• Self-motivated yet able to work effectively as part of a team.


• Positive attitude and a solution-driven mindset.


• Strong technical skills, capable of conducting product demos and discussing topics like data integration and XML

APIs.


• Proficient in Salesforce or other CRM tools.


• Advanced knowledge of MS Office software (e.g., Project, Access, Excel, Word, PowerPoint).


• Local language proficiency and fluency in English.

What we offer...


• A fast-growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a 'start-up' mentality with the security (and resources) of an established multi-national


• The opportunity to contribute to a bespoke, complex and successful product focused on innovation


• A learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career


• An inspiring and positive environment, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective


• A commitment to hybrid, trust based working, with weekly on-site collaboration for a dedicated space to work,

socialise, hold meetings and create solutions as a group


• Competitive salary plus additional performance related rewards


• 20 days' annual leave


• Flexible benefits plan


• Home broadband and mobile phone allowance

Tell employers what skills you have

Outlook
XML
Customer Engagement
Taskoriented
Data Integration
Sales Operations
Advocacy
Cross Selling
Teamoriented
Office Software
Broadband
Manage Change
Professional Services
Argus
Commodity Markets