Customer Success Manager

**Company Overview**

Pulsar Group Plc is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences - from customers to stakeholders, politicians to influencers and the media.

The evolving Pulsar Group portfolio includes **Isentia**, the market-leading media monitoring, intelligence and insights solution provider; **Pulsar**, the most advanced audience intelligence and social listening platform; Vuelio, which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and **ResponseSource**, the network that connects journalists and influencers to the PR and communications industry.

Pulsar Group is an AIM-listed SaaS provider with over **1,000 employees** across **10 countries**. Our technology is **used by 6,000 organisations every day**, from global blue-chip enterprises and communications agencies to public sector organisations and not-for-profits.

**Role Overview**

The role of Customer Success Manager sits within the Pulsar Customer Success team, reporting to the VP of Customer Success/TBD. The role is remote and working from the APAC region, ideally Singapore or UAE.

The role is focused solely on one of our largest global enterprise clients and its primary function is to drive adoption across our tools amongst the user base in APAC (India, UAE, Singapore, Malaysia, Hong Kong, Philippines and beyond, which requires a fluent English and ideally Mandarin or Arabic). The role will work alongside other Customer Success Team members, also working solely on this client across other regions but working together to drive adoption and proving value globally for the client, ultimately working towards renewal. This role will also work in conjunction with an Account Manager, whose role is focused on the commercial growth of the account. This role will be responsible for onboarding, delivering platform training, project support and technical guidance on our tools. This role will be targeted on adoption of the tools, namely usage data, CSAT and retention rate.

This role would suit an organised, experienced and proactive customer success professional, as comfortable in the detail working with data as in the big picture, innovating to find the best solutions for our clients. bringing experience from an existing retention and value creation background. This role requires a dynamic and engaging presenter, someone who can quickly problem solve and delight users of our platform, driving them towards measurable value.

**Key Responsibilities**
- Develop deep relationships with the key stakeholders and users of the global enterprise client.
- Presenting highly engaging training sessions for users in English and Mandarin/Arabic language.
- Own the usage and adoption metrics for this client across the APAC region.
- Support users with adhoc project support, problem solving and providing technical guidance.
- Develop an understanding of client business needs, to ensure that clients derive value from their subscription, thus achieving higher product adoption and customer satisfaction.
- Feed into the global adoption strategy for the client, working collaboratively with a dedicated team.
- Generate proactive conversations with clients, pushing the use of our tools towards new teams, use cases and features on our tools.
- Collaborate closely with Pulsar’s leadership team and customer success executives to mitigate risk and put in place support that will optimise retention.
- Problem solving
- All staff have a responsibility and an essential role to play in safeguarding Pulsar Group’s information and that of its customers. You are required to take all reasonable steps to comply with the Pulsar Group’s Information Security Policy and the polices and processes outlined in the Pulsar Group’s Information Security Management System (ISMS)._

**Profile**

**Essential**:

- 2:1 Degree or equivalent.
- 3+ year’s similar experience, working within a Customer Success, Account Manager or Support role delivering against adoption and renewal KPIs.
- Experience working with global enterprise clients, with 1,000-10,000 users.
- Inspiring and engaging communicator, comfortable presenting to large groups virtually and in person.
- Comfortable working with and analysing data, and handling technical questions.
- Ability to travel when needed across the APAC region.

**Desirable**:

- Experience in social listening, audience intelligence or social media analytics tools.
- Experience working with global network agencies.
- Understanding of media monitoring, crisis communications or reputation use cases.
- Additional languages would be beneficial but not essential, such as Arabic.
- Experience working with Marketing, PR and Insights teams