Customer Success Executive

We're looking for a Customer Success Executive to join our team in Singapore as part of our Customer Success function.

Your team: You will report into the Global Head of Customer Success and receive regional support from the Account Development team. You will work alongside the Account Development team to ensure that our clients understand and get tangible value from our portfolio of products.

Your Role: You will become the trusted advisor to our clients who range from the largest advertising agencies to leading brands and media owners. We aim to build our partnerships and relationships with our customers to increase their understanding and usage of our suite of WARC products and services.

In this role you will increase the likelihood of renewal and up and upsell. The majority of each day will be spent engaging with customers via meetings, speaking on the phone and building relationships with customers to build their usage of WARC. You will be recording key insights from customers on our systems and working alongside the Account Development team to strategise where to prioritise focus to ensure we hit our global and regional targets.

Key Responsibilities- You will become knowledgeable about WARC content, keeping abreast of content so that you can talk with understanding to clients about what is new.-
- Understand clients’ business needs and objectives, to help you identify content of relevance and generate client engagement- Monitor individual account usage to make sure all accounts are getting value from their subscriptions and to identify with management plans to re-engage where needed- Speak daily with existing users to ensure they are utilising the service, identify new users who should be given access and introducing them to WARC- Send login details, dealing with access issues and training and onboarding new user- Arrange & deliver training/workshop style meetings with clients which is tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value- Understanding why our clients use WARC and collecting key information to build the case for renewal - accurately recording insight in actionable format on our systems- Tracking usage to ensure our engagement efforts are being effective- Identifying potential problem accounts to the Account Development team

Your Experience- Bringing experience in a customer success role you will have a track record in building relationships in person, online and via telephone- Strong customer service ethic, desire to go the extra mile to surpass client expectations- Strong organisational & multi-tasking skills with good attention to detail and able to work under pressure and meet deadlines- Ability to work in a high performing, fast paced environment- Able to understand customer needs (implied and explicit) and provide help and solutions through the products that we have- Knowledge of Salesforce CRM system is preferable, but not mandatory- Strong communication skills, both for writing and presenting to senior-level executives- Interest in the global marketing and advertising industry- Mandarin speaking is preferred but not necessary for success in this role

If you don't meet every single requirement, we'd still encourage you to apply. At WARC, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.

Who are we?

WARC is the global authority on marketing effectiveness. We provide rigorous and unbiased evidence, expertise and guidance to help marketers navigate any challenges effectively. WARC services include 100,000+ case studies, best practice guides, research papers, special reports, advertising trend data, news & opinion articles, as well as awards, events and advisory services.

WARC operates out of London, Los Angeles, New York, São Paulo, Singapore and Shanghai to service a community of over 75,000 marketers in more than 1,300 companies in 100+ markets and collaborates with 50+ industry partners.

WARC is an Ascential company. Ascential delivers specialist information, analytics and ecommerce optimisation platforms to the world's leading consumer brands and their ecosystems. We help our customers to make smart decisions that improve performance now, and in the future.

With more than 3,00 employees across five continents, we combine local expertise with a global footprint for clients in over 120 countries. We are listed on the London Stock Exchange.

Why choose us?

At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascential. Our employee-led groups and networks, Ascential Pride, Black in Business and EmPower: An Ascential Women's Initiative, Shalom Ascential and Latin