Customer Success Team Leader

2 weeks ago

Singapore Au10tix Full time

Founded in 2002, AU10TIX is the global leader in AI driven identity verification and management, protecting the world's largest brands against advanced fraud. The company's future-proof product portfolio helps businesses provide frictionless customer onboarding and verification in 4-8 seconds while staying ahead of emerging threats and evolving regulatory requirements.

We are now on the lookout for a Senior CSM to join our team in Singapore.

Responsibilities:

  • As a Senior CSM you will be part of a global team whose mission is to enable our customers prevent fraud more effectively and win customers more efficiently.
  • Be a trusted advisor to our customers by establishing an excellent rapport.
  • Understand the business needs, technical requirements, and processes to deliver value.
  • Collaborate with sales, solution engineer, product and R&D.
  • Monitor usage and product adoption, proactively contact clients upon low usage and deliver coaching/training to improve their utilization and adoption of new services.
  • Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations.
  • Build and execute an account specific relationship framework inclusive of regularly schedule status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.
  • Address customer problems directly, when possible, and educate them on how to do so themselves going forward.
Requirements
  • 7 years' experience as a Customer Success Manager in B2B companies. Experience in SAAS/product companies.
  • Project management experience with excellent organizational skills.
  • Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.
  • Ability to lead and motivate, develop clear and creative solutions to complex problems and manage multiple initiatives simultaneously.
  • Ability to work independently as well as to operate alongside global teams.
  • Strong analytical and problems solving skills.
  • Strong technical orientation.
  • Bachelor's Degree in exact sciences or engineering fields.
  • Willingness to travel between clients in the region.
  • Fluent in Mandarin - a must

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