
Customer and Partner Success Manager
2 weeks ago
**About your job**
As a Customer & Partner success manager you will manage a portfolio of key APAC customers & partners and help them grow. You will advise them regularly on best practices for Enterprise Architecture and software adoption, in a view to ensure high net customer retention. Your advisory will lead to new services engagements on one side, but also to upsell and cross-sell opportunities.
You will work in a team with the sales director on the same portfolio. The sales director manages software opportunities: new logo and existing.
You will also ensure smooth coordination of services activities related to your customers, working directly with professional services, support and cloud management services teams.
You will report directly to the APAC Managing Director, and functionally to the Global Head of customer success.
Your responsibilities include:
**1. **Customer and Partner advisory**
a. Advisory on EA best practices: guide customers & partners and use cases, outcomes, methodology, in a view to help them achieve success with the software
b. Adoption best practices: guide customers & partners on the best ways to increase adoption
**2. **Monitor customer satisfaction and increasing net customer retention**
a. Renewals: monitor customer satisfaction through usage analysis and direct follow-up to ensure regular renewals
b. Upsells/cross-sells: identify and build upsell-cross-sell opportunities
**3. **Creating services opportunities**
a. Customer advisory often leads to a need for additional consulting activities, which will be carried-out by the professional services team
**4. **Partner Enablement**
a. Identify and enable new partners to sell MEGA solutions and demonstrate our value proposition
b. Drive partner engagement and support them to generate new business opportunities
**Your Qualifications**
- 3-5+ years of experience for a System Integrator or a SaaS Software company in a customer facing role (ex: consulting)
- Strong customer management skills
- Good communication skills
- Knowledge in Enterprise Architecture is a plus
Fluent English
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