Customer Success Manager

**Customer Success Manager (Technical Account Management, SaaS, Up-selling and Cross-selling)**

On behalf of our established Client is an emerging Global leader in the $100B+ cloud **Communications Platform as a Service (CPaaS)**, we are sourcing for a **Customer Success Manager**.

The **Success Manager** will be responsible for fostering lasting relationships with the Enterprise Customers collaborating with sales, solutions architects and engineers at delivering innovative communication solutions.

As a main point of contact to Enterprise Customers, the Success Manager would be defining the onboarding success plans to drive customer outcomes, and keep engaging them on a regular basis to ensure they are leveraging the client’s solutions in the most effective way. Using a consultative and analytical approach, the Success Manager will be seen as a trusted advisor with industry expertise and identify new growth opportunities.

**Job Scope**:

- Establish strong relationships with customers to keep them fully engaged and supported throughout their relationship with us liaising with both a technical and business focused audience.
- Identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions provided by Company and develop a plan to meet said criteria based on regularly cadenced communications with the Customers (QBRs, Weekly Meetings, etc.)
- Provide business, technical, and product knowledge and develop/execute effective success plans to drive customer outcomes.
- Drive revenue growth by demonstrating value, identifying additional up-sell / cross-sell opportunities.
- Escalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impact.
- Gather customer feedback related to product, ecosystem, vertical requirements and filter into relevant teams via agreed protocols to aid prioritization of roadmaps
- Develop a plan with the Account Management team to increase the penetration at Key Customers that provides for better the company’s top management visibility.
- Be innovative and make an impact: on your customers, on your team, and on the company.
- A **robust customer-centric mindset and approach**
- **Experience in CPaaS / SaaS or communication APIs**:

- An understanding of how Professional Services/ Customer Success teams operate
- Detail oriented **with excellent account management, time management and problem solving skills**:

- **Exceptional written and verbal communication skills** with a high-level of professionalism
- The ability to **self-driven**, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
- **Pragmatic and realistic** and can **build strong internal working relationships** to support customer delivery requirements
- **Confidence and patience in face to face customer engagement**, ability to lead internal and external meetings
- Positive, proactive and solution oriented attitude to everything you do

**Job Requirements**:

- Bachelor's degree (or equivalent) or higher

More than 4 years of experience working in a **customer relationship management** or **customer facing account management role** with **technical customer base and corporate IT projects and processes.**
- Experience in Project Management" or "Program Management" with a track record of consistently driving successful customer projects and programs.
- **A tech savvy mind**, with a **good understanding of the trends driving innovation in technology, particularly in mobile, cloud and consumer areas**:

- **Availability for international travel** (post COVID) and the **flexibility to work outside regular regional business hours** if the need arises
- Previous **experience in using CRM systems** such as Gainsight or Strikedeck and familiarity using tools like Jira, Tableau and Salesforce.
- A highly quantitative approach to understanding, measuring, and forecasting Customer behaviour and revenue.
- Intellectual curiosity with a strong interest in evolving technology.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Christopher Wong | Registration No: R1104673