Success Manager

**Job Category **:Customer Success Group

**Job Details**:
**Job Family Description**
We have an exciting opportunity for a Director, Customer Success Asia The Director is critical to the high growth strategy of Success driving consistent, best practice and engagement-based success play across the customer base in Asia.

Reporting to the VP of Success Management ANZ, the Director, will have the responsibility to lead a team of Asia-aligned Success Managers who will engage in numerous 1:Many and targeted 1:1 customer engagements to sustain high customer value, increase platform adoption and improve renewal rates to ensure continued customer growth and success.

Through alignment with respective Success Portfolio Leaders, the Director shall deliver programs of success engagements based on the demand and investment prioritisation across multiple portfolios to achieve defined customer outcomes, while working to scale the active customer reach. The engagement model driven by the Director will include proactive success management plays as well as managing queued and reactive success requests.

The Director will serve as the business contact point for the ESMB segment coordinating between the sales team and the centralised Success resources, such as Hub and Digital, to deliver the right success programs to this customer base.

**Your Impact**:

- Embody Salesforce values and provide outstanding leadership.
- Build and sustain a team of impactful Success Managers who focus on customer outcomes and continuously improve the engagement model
- Hire and coach extraordinary talent and manage performance that allows someone to do the best work of their career and ensures career growth opportunities.
- Closely align with the Success Portfolio Leaders, ensure the customers have the right Success resources engaged for the right outcomes at the right time by prioritising the activities of your team strategically to drive the most value.
- Drive standardisation and operational excellence across all teams in Success Asia
- Provides strategy recommendations and business insights based on critical metrics and customer segmentation
- Provides demand forecast and capacity planning to optimise investment decisions leading to customer success
- Helps advance efficiencies and consistencies in the use of our systems, tools and processes
- Drive reusable IPs and assets for priority engagements and success plan
- Collaborate with Success leaders across multiple resource pools in a matrix organisation

**Preferred Experience / Skills**:

- Consulting or business professional with 10+ years of experience running a team of senior consultants, or leading a Services or Product organisation in a product company that delivers software-based business solutions related to Sales, Marketing, or Services and Support.
- Ability to evaluate and develop the existing teams and re-shape as necessary while mentoring and inspiring the team.
- Demonstrated success in leading successful teams with a passion for coaching and developing others
- The ability to drive Operational Excellence to ensure IP is reused to ensure quality and repeatability of delivered engagements
- Demonstrated ability to handle customer accounts in conjunction with sales organisations
- Team player able to lead and work effectively at all levels of an organisation with the ability to influence others to move toward consensus.
- Proven experience running a business/ team with demonstrable operational skills.
- Excellent communication, presentation and negotiation skills

**Accommodations**:
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