Head of APAC Customer Success

Who We Are:
ACAMS is the largest international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 115,000 members across 180 jurisdictions, ACAMS is committed to fighting and finding ways to help prevent financial crime through the provision of anti-money laundering/counter-terrorism financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue.

The association's CAMS certification is the gold-standard qualification for AFC professionals, while the CGSS certification is its premier specialist qualification for sanctions professionals. ACAMS has recently expanded its certification portfolio to include the Certified Anti-Fraud Specialist (CAFS), designed to equip professionals with the tools to detect, investigate, and prevent financial fraud.

Through its 60+ Chapters and a robust calendar of global conferences, symposiums, and training events, ACAMS brings together members of the AFC community from around the world to exchange ideas, strengthen networks, and drive meaningful change. Visit for more information.

Opportunity at a Glance
Reporting to Sr Director, the Sr Manager is a member of Global Customer Success team responsible for managing the day-to-day customer success operations in the region and instituting processes & systems that provide effective internal management.

This person will work closely with various regional & global teams including sales, marketing, product, events etc. and along with global counter parts to execute on customer deliverables, continuously improve operational effectiveness and create processes and systems to support high growth.

The Sr Manager will have direct responsibility for managing, developing, and providing day-to-day leadership and oversight to regional Customer Success Operations teams

Responsibilities

• Manage Customer Portfolios:
• Understand ACAMS customers' strategic objective and develop a customer specific roadmap to achieve portfolio deliverables.
• Create, execute and update customer success roadmaps and deliverables for regional customer portfolios (team and individual).
• Drive customer advocacy and loyalty through successful onboarding, issue resolution, and proactive relationship management.
• Conduct appropriate analysis to propose solutions to measure and improve KPI's like retention, utilization, upsell opportunities, experience & NPS etc.
• Customer and Event Operations:
• Manage and ensure all customer, sales and partnerships cases (call or email) are resolved within defined KPI's (SLA, Quality and Customer Satisfaction) by the team whilst providing excellent service experience to clients and members.
• Ensure all event (in-person and virtual) operations are completed/ executed as per agreed timelines.
• Manage capacity across the team to ensure an effective workload balance to meet deliverables and timelines. Measure and improve key customer and service KPI's.
• Build and maintain departmental structure, operating standards and practices that are responsive and adaptable to evolving business needs.
• Projects and process management:
• Lead and implement agreed global Service Operations priorities.
• Contribute to, approved & prioritized global projects/ products, as team member/ work stream lead (where agreed) and own requirements identification/ solution implementation for regional locations.
• Map the key business processes, document, and ensure they are reviewed frequently for updates.
• Establish standards, parameters and wider expectations for quality, accuracy, and timeliness of work expected.
• Team and process management:
• Lead and motivate Customer Success teams to provide an excellent level of service to internal and external customers and to implement the culture of high performance and continuous improvement.
• Identify and implement regional/ team specific actions/ initiatives to improve engagement & enablement scores.
• Work with HR team for staff recruitment, on-boarding and off-boarding process as well as annual holiday management.
• Arrange for onboarding and on-the-job training for the new staff.
• Accountable for managing and executing any other operational tasks/ projects as assigned.

Qualifications and Experience:

• Minimum bachelor's degree in a business or IT related field required.
• Minimum of 7 years' experience with 5+ years of experience leading a diverse group of support functions across regions.
• Demonstrated ability to set up and manage varied team structure (size, processes, virtual etc.) with the objective to improve customer experience and efficiency.
• Customer service orientation with a demonstrated desire to exceed expectations – ability to motivate and engage teams.
• A "Do Whatever It Takes" attitude to get things done – to meet & exceed team and individual goals/ objectives.
• Experience with Salesforce Sales/ Service Cloud preferred.
• Strong Stakeholder Management, Project Management & Influencing skills with good understanding of Lean and Business Process Management techniques.
• Technology-savvy with advanced user of applications like Excel, MS Visio, project management solutions, reporting and analytics tools like Power BI etc.
• Fluent written and spoken English is a must, any additional Asian language proficiency preferred.
• Good numeracy and problem-solving skills.

EEO

We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.