Sr. Customer Success Manager, Apac

**ABOUT TAGGER MEDIA**

Tagger is a powerful, intuitive, end-to-end influencer marketing and social listening platform revolutionizing the industry. Tagger allows brands, agencies, and media companies to develop successful, efficient and data-driven influencer marketing strategies and campaigns from start to finish. Winner of "Best Influencer Marketing Platform" at the 2020 Digiday Technology Awards, named "Best Influencer Marketing Company" at the MarTech Breakthrough Awards in both 2019 & 2020, and winner of the "Industry Choice" gold medal at the 2019 Influencer Marketing Awards, Tagger's SaaS solution provides a seamless experience, empowering users to report relevant data and maximize their ROI with ease.

**WHO YOU ARE**

**IN THIS ROLE YOU WILL**
- Own post-sales customer relationships with key account stakeholders to drive valuable partnerships through account management activity, and identifying opportunities for continued growth.
- Advise clients on best practices for using the Tagger platform, building on educational resources, Help Guides, videos and webinars.
- Monitor and report on customer usage and health, developing proactive strategies for driving continued user adoption, retention and growth.
- Onboard, train, upsell and renew all Tagger customers within the APAC region
- Run QBRs & ABRs for all Tagger APAC clients
- Advise clients on best practices for using the Tagger platform, building on educational resources, Help Guides, videos and webinars for the APAC region
- Provide team status updates to the Head of Customer Success, Sales Director Singapore and Regional Director for APAC.
- Escalate feature requests and bugs to Product/Engineering
- Track retention and net dollar retention percentages on a monthly basis, and report numbers and progress to Head of Customer Success, Sales Director Singapore and Regional Director for APAC.
- Aid Sales team on technical sales calls that require a Mandarin speaker.

**WE'RE LOOKING FOR SOMEONE WITH**
- Proven experience in a customer-facing role at a technology solution company, managing large-scale customer engagements
- Bilingual in English and Mandarin; verbal and written is required. Additional languages are a bonus
- Passion for problem solving, and the ability to multitask (start-up experience not required but a bonus)
- Strong analytical skills, with ability to understand customer behavior
- Ability to handle customer conversations at all levels, including direct or indirect negotiations
- Excellent verbal, written, presentation and project management skills, speaking with all levels both internally and externally
- Experience with cross-group collaboration across Sales, Marketing, Support, Product/Development, and other internal organizations
- Experience using Microsoft Office or G-Suite, Salesforce and audio/web conferencing (Slack, Zoom, etc) required. Experience with Intercom, Jira (not required but a bonus)

**BENEFITS, PERKS & COMPENSATION**
- We offer a competitive package including base, commission incentives and equity
- Flexible Vacation and PTO policy
- Monthly Wellness Stipend
- Monthly Communication Reimbursement
- Education Reimbursement
- Home Office Set-up Reimbursement
- We'll laugh at your jokes - whether they are funny or not

Work with a switched-on, fun and collaborative team led by experienced executives

At Tagger, we are a group of non-confirming enthusiasts collaborating to take over the influencer industry. We take pride in appreciating the diverse perspectives and experiences each of our employees bring. By highlighting our differences we are able to continually push the boundaries, diving into the unknown and accelerating our mission and vision.