Director/senior Director, Customer Success Apac

4 days ago

Singapore Tricentis Full time

Are you ready to take your career to the next level by managing a global customer success team at one of the fastest growing enterprise software companies?

If you love a fast-paced environment, driving insane results for your customers, then this is the perfect opportunity for you

Due to massive growth, we are now looking for a Director/Senior Director of Customer Success to manage a team of high-performing customer success managers to help drive strategy and grow relationships with our enterprise customers across APAC.

The role requires a consultative and holistic approach to the customer lifecycle, including providing guidance and leadership through the onboarding process, the ability to consistently communicate our value, early identification and resolution of at-risk customers. You will also be leading strategic initiatives aimed at maximizing adoption, expansion and overall customer lifetime value for our enterprise segment.

Key Responsibilities:

- Manage global team of high-performing customer success managers
- Hire and onboard new team members who will quickly become strong individual contributors
- Manage and drive successful customer onboarding
- Own the ultimate success of our customers, including initial onboarding, product adoption and growth
- Ensure that customers derive maximum value from their investment with us and fully leverage our products on an ongoing basis
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand customer’s business strategy and measurement for success
- Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, QA and engineering
- Own key metrics such as time to onboard, customer satisfaction, customer health, customer advocacy and customer retention rate.
- Lead, manage, inspire and grow a team of customer success specialists across APAC as we grow.

Qualifications:

- Minimum of 5+ years of customer success or account management experience, preferably at a company in the same space (Quality Assurance)
- Minimum of 2+ years of managing customer success teams
- Strong leadership capability with proven experience building and managing dynamic, collaborative, global and high performing teams
- Experience managing and negotiating with Fortune 1000 companies and their agencies
- Technical competence and understanding of QA software
- Detail
- oriented with the ability to set priorities and be flexible in a changing environment
- Entrepreneurial spirit with a passion for QA/DevOps/Agile space
- Understanding of Enterprise Software and Deployment in context of Enterprise CSMs as well as Digital

Additional information

We offer:

- Market conform salary + success-oriented bonus
- Health and wellness benefits
- Flexible working hours
- Favorable working atmosphere in a rapidly expanding company
- Personal and professional development
- Permanent, full-time employment
- And more

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, colour, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.

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