Senior General Manager, Customer Success Apac

4 days ago

Kallang, Singapore Ingram Micro Full time

Ingram Micro is a leading technology company for the global information technology ecosystem.

With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.

Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart.

**Key Responsibilities**:

- Work in tandem with Corporate Team and lead Customer Success practice with Customer Success leaders across APAC, supporting the country leaders with insights, recommendations, action plans and investments required.
- Lead and coach the regional Customer Success team by providing the vision and direction to ensure we exceed key performance metrics and annual goals including customer check in’s, renewal rates and renewal bookings
- Own and operate the forecasting cadence across the team, including managing team forecasts, mentoring team members, offering executive support with customers, and managing escalations
- Ensure delivery on Key Operational metrics, including Adoption (Consumption & Usage, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / Renewal across cloud and TS
- Drive premier programmatic Customer Success practice ensuring rapid onboarding, collaboration within internal teams and across the customer lifecycle and drive Customer Satisfaction.
- Assess the interactions with our vendors and engage broadly across the management through to C-Level/Influencer as needed
- Assist the country teams with key critical issues and, where required, the production of standard methodology blueprints for the portfolio of customers

**Requirements**:

- Bachelor’s degree in Business, Communications, or related field.
- 10 years of experience in customer success, account management, or related roles.
- Strong interpersonal and problem-solving skills.
- Ability to manage multiple customer accounts effectively.
- Experience with CRM and customer success tools is a plus.

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