Customer Success Manager

1 week ago

Singapore PROS TECHNOLOGY (SG) PTE. LTD. Full time

**Performance of Duties**

1.1 The Employee shall serve the Company as a **Customer Success Manager**or such other role as the Company may require from time to time having regard to the needs of the business and the Employee’s skills, qualifications, and experience.

1.2 The Employee shall perform the following duties and key responsibilities, including but not limited to:

- Monitor performance of products and services to help define action plans to hit KPIs and value growth of engagement.
- Engage with relevant stakeholders and digital marketing departments with the customer to increase value and revenue flowing from the Company’s products.
- Develop a deep understanding of the technical and business challenges customers face to identify opportunities to upsell and increase ACV (Annual Contract Value) of products and services.
- Understand customer's business goals to anticipate future needs and help determine the ideal solution engaging with the Company’s departments.
- Represent customer's interests internally and protect the Company's interests with the customers.
- Act as the primary point-of-contact for customers through the entire customer cycle and build relationships with heads of business, stakeholder departments, and partners to maximize long-term revenue opportunities.

**Required Qualifications - About You**
- You have proven experience. You possess strong expertise in managing key account relationships in Customer Success, Professional Services, or Sales.
- You’re bright. A bachelor’s degree in computer science, engineering, math, or revenue management (or similar field) is required. A master’s in business administration is preferred.
- You are a superb communicator with a strong executive presence. You’re comfortable in various settings ranging from executive to project working teams. You are characterized by crisp, clear verbal and written communication.
- You are street-smart. You are the definition of a self-starter and a problem-solver. You are resourceful and ruthlessly pragmatic.
- You are an open book. You communicate crisply. You go out of your way to be transparent in your actions and your words.
- You manage down, around, and up with the same enthusiasm and without playing politics.
- You are well organized and confident to work independently but will be a strong team player.
- You are process-oriented and willing to follow and take ownership for enhancing organizational processes designed to ensure efficient, consistent customer relations.
- You are willing to and enjoy travel up to 50% of the time (domestic and international).
- To effectively communicate with management, proficiency in both spoken and written English is required.
- To build and maintain relationship with customers in Mainland China, spoken and written Chinese at a business level is required.
- Having an established network in the travel industry across APAC, with a particular focus on Mainland China, is highly desirable.

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