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Regional Team Manager

3 weeks ago

Singapore RELX Full time

The Regional Client Success Manager is responsible for leading a regional team of Client Success professionals who play a significant contribution to the adoption and consumption of our digital offerings through increased customer satisfaction, engagement, mission impact, loyalty, innovation and revenue.

Key Accountabilities

Regional leadership and representation
- Lead a multi-functional, regional team of Client Success Executives to deliver on operational objectives
- Grow strong internal regional relationships across Sales, Market Development, Product, Editorial and other departments to:

- Embed Client Success in the strategy and BAU of regional stakeholders
- Contribute local insights and requirements to the global Client Success strategy
- Drive regional success
- Own and deliver on your regions role in important global, cross-functional initiatives with Sales, Product, Editorial and other ICIS business units
- Be a proactive leader and voice for Client Success within your region and act as an escalation point
- Play an integral role in the Client Success leadership team exploring the greater vision for the team, proactively identifying areas for innovation and improvement to help drive significant and sustained year-on-year growth
- Identify and develop high performing talent within your team and drive excellence
- Demonstrate high performance looks like by leading and role modelling. Lead your team to drive customer value through enhanced usage, higher product adoption and increased client satisfaction
- Forensically understand the regional client base and usage of our products and services. Use this knowledge to ensure your regional CSE team are focused on the areas of highest opportunity/risk.
- Lead on and promote a customer centric “Customer First” culture throughout ICIS, bringing customer intelligence back into the business and represent the voice of Client Success in ICIS initiatives
- Provide client success representation and participation on advisory boards and internal ICIS initiatives to support the Head of Client Success

Drive Operational Outcomes and Regional Success
- Ensure your regional CSE team deliver to target and are able to increase our understanding of the customer and their desired outcomes
- Serve as the senior escalation point in your region but facilitate CSEs to collaborate and build their own internal relationships, embedding the role of CSEs in the strategy and BAU for your region
- Foster collaboration and information sharing within the CSE team members, including joint participation on client account work to deliver seamlessly across multiple geographies
- Analyse client and CSE activity data to identify opportunities to maximise impact of Client Success engagement and use your insights to drive an outcome, not output focused approach
- Track, analyse and draw insights from performance metrics and use this to drive improvements within the team
- Act as a representative for regional Go To Market strategies and lead on all reporting and GTM updates and activities. Work alongside Market Development to deliver on this strategy and identify how it can be improved for future growth
- Ensure resource is deployed effectively in your region and advise the Head of Client Success where resourcing choices need to be made

Skills and Behaviours
- Experience in client-facing organisations and in delivering strategies to execute against market opportunities with the world’s largest companies.
- Customer centric and champion voice of market in business strategy and product/service priorities, increasing customer value and engagement.
- Experienced in working cross-functionally to create high performance organisations.
- Passionate about a world-class customer experience and a proven track record of leading teams in value based, customer-centric buying methodologies and exceeding objectives and financial goals.
- Champion diversity and representation across as well as leading proactive succession planning and talent management to improve customer outcomes.
- Ensure best practice and governance and adherence of self and team to all relevant policies and procedures.
- Curious about everything, willing to ask questions and challenge the status quo to provide better customer, employee and business outcomes.