Client Success Lead

**Role**: Client Success Lead
**Reporting to**: Chief Delivery Officer
**Location**:Singapore, Kuala Lumpur and Hong Kong

WHO WE ARE

Oliver Wyman is a global leader in management consulting. With offices in 70+ cities across nearly 30 countries, Oliver Wyman combines deep industry knowledge with expertise in strategy, operations, risk management, and organizational transformation.

Retail Elements is a new kind of team within Oliver Wyman: an internal product startup that blends a strong engineering culture and an obsession for creating products that deliver the world’s biggest retail impact. Our suite of retail tools empowers merchandising teams to address complex analytical challenges and make the most important commercial decisions at the heart of every retailer: optimizing assortments, promotional programs, and pricing strategies. Simply and brilliantly.

THE ROLE: CLIENT SUCCESS LEAD

We are currently deploying our tool suite to exciting new clients in Asia. We expect this client to be the first of many in this region and are now planning to establish a support team in the region to provide customer success and maintenance services to this initial cohort of clients.

We are looking for a versatile leader to help us drive this initiative and extend our current client success function from its current European base into Asia, onboard these first clients and continue to build out and consolidate the function in the region.

You will ideally possess a mix of technical and client facing skills. You will be keen to interact with clients understand how they use our tools but will also have sufficient knowledge of data and software engineering to triage and address issues directly or to direct a technical team to do so.

Key Skills:

- Empathy of the end-user, understanding how they use our products, ability to triage the important issues from the noise and prioritize as required.
- Excellent communication skills, ability to communicate complex and often technical topics to business users in a way they’ll understand.
- Organized and process orientated, ability to design and build processes that will be repeatable and will scale.
- Ability to determine the root cause of a given issue and make trade-offs between tactical and more strategic fixes.
- A pragmatic approach/balance to being a self-starter and knowing when to involve senior/specialist stakeholders from the wider team.
- Strong client facing skills, ability to face off to client stakeholders and to negotiate and push back if necessary.
- Languages: Good command of both English and Mandarin would be a plus.

Technical Skills
- A background in software engineering, BI development, data science or data engineering or related discipline will be a distinct advantage.
- Experience gathering and presenting performance data e.g. SLA compliance to client stakeholders.
- Ability to conduct or direct root cause analysis on incidents.
- Experience with ticketing and service desk management systems such Salesforce, JIRA or equivalent.
- Experience in any of the following will be highly relevant:

- Cloud Platforms: AWS/Azure
- Database Platforms: Oracle, MSSQL
- DevSecOps tools: Docker, Rancher, Kubernetes, Jenkins
Agile software development practices

First 6 months
- Ensure the smooth onboarding of our initial key clients to the service, communicating regularly with the client, working with product teams to resolve arising issues.
- Become a trusted point of contact (or escalation) for senior client stakeholder when they have issues with the products or services.
- Build strong relationships with the EU based product teams and ensure a regular cadence (daily/weekly) of touch points is established to sync on priorities for Asia based clients.
- Technical responsibilities, either personally hands-on or by closely directing others, may include:

- Managing client-facing communications and tracking resolutions to any User issues raised, and according to service level agreements
- Creating, updating, performance tuning, and troubleshooting database queries and procedures
- Performing root cause analysis on issues as they arise. Suggesting or implementing proactive steps to prevent future incidents.

Next 6 months
- Work to scale the team commensurate with workload and pipeline.
- Perform regular tracking and prove updates to both Retail Elements and Client stakeholders as to the performance of the solution. This includes service appraisals and reporting to the Client.
- Continue to nurture the relationship with clients seeking opportunity for further development of the solution and building on existing client relationship.
- Advocate on behalf of the client to core product teams for features and improvements to improve the performance and stability of the solution.
- Working with your EU based counterparts to refine the overall service offering developing consistent processes and approaches across regions.
- Get involved in the sales process providing support th