Customer Success Manager

2 weeks ago

Singapore Digimind Full time

**Customer Success Manager**

**Who we are.**

Digimind is the global leader in AI-Powered social listening platforms and market intelligence software, designed for brands and agencies who want to accelerate digital transformation through an insights-driven approach. Digimind’s best-in-class technology transforms social and online data into actionable business insights, enabling marketers to effectively plan, execute, and analyze their marketing strategy. With offices in New York, Paris, Singapore, Grenoble, Rabat, Buenos Aires, Mexico, Madrid and Amsterdam, Digimind is serving numerous customers worldwide. Digimind is part of Onclusive, a global partner for public relations and Communications success..

**What we are looking for.**

Digimind is looking for a Customer Success Manager to join our rapidly growing CS team. Talented, dedicated and enthusiastic, your role will be to provide best-in-class customer experience to our clients by helping them achieve their goals.

**Responsibilities include but not limited to**:

- Manage client's onboarding experience, project delivery and adoption across a range of relationships
- Develop and maintain a strategic trusted advisor relationship with your clients.
- Gain an understanding of typical business challenges faced by our customers to appropriately map use cases and features within the Digimind product suite.
- Create a network of champions within each account through education, coaching and strong influencing skills.
- Monitor key performance metrics across assigned client portfolio to ensure satisfaction, adoption, consumption and ultimately renewal likelihood.
- Conduct strategic business reviews with assigned client portfolio to check in on the health and status of each account, the customer roadmap, and their level of satisfaction with Digimind
- Proactively identify issues that may impact a renewal and consult with internal resources to resolve potential issues.
- Work with the Account Managers to identify potential opportunities to up-sell/cross-sell from your assigned portfolio.
- Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap

**WHAT YOU BRING.**:

- **2-3 years of experience** in customer-facing role for enterprise solutions as well as SMEs;
- **3-year college degree** or equivalent required;
- Subject matter expertise in one of the following domains: Social Media Analytics, Digital Marketing, Competitive Intelligence, Knowledge Management, Business Intelligence, Account Management;
- **Outstanding writer and communicator** with strong presentation skills;
- Positive attitude, competitive, confident personality with strongly developed persuasive skills and a **customer-focused orientation**;
- Proven track record of success in customer success and retention;
- **Strong technical background**;
- Proactive methods, unparalleled work ethic and hunger to learn.

**What we offer.**

We offer a fantastic opportunity to participate in the development of a revolutionary company open to what's trending in all industries worldwide, as well as:

- An incredible work environment - fun, casual, high energy, and fast-paced
- The opportunity to work in the world of social media and big data with an international team of passionate professionals
- A rapidly developing business, you will be a key part of the expansion
- Access to tailor-made trainings with Digimind Academy
- The role will be based in Malaysia

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