Director of Customer Success

18 hours ago

Singapore ByteDance Full time

Lark Technologies, the enterprise arm for ByteDance is building a Customer Success organization to proactively listen and respond to customers, helping them achieve their own goals & aspirations based on our products & services. We strive to help our customers derive the best user experience with Larksuite, an all-in-one platform for seamless and productive communication & collaboration.

The Customer Success journey starts at driving deployment & activation, leading to the on-going usage of Larksuite by customers to maximize productivity bringing them closer to their aspired success goals. When customers are successful with our products & services, we are successful.

1. Presales responsibilities include collaboration & partnerships to convert trial to paid customers, and orchestration to drive deal closures with Pres-sales & Sales/BD team;
2. Post-sales responsibilities include building great customer experience with the product & the company, reducing customer churn, retaining, renewing as well as growing current contracts;
3. Sustain, nurture and grow relationships with identified strategic accounts, becoming trusted advisor to decision makers and executive buyers;
4. Increase active usage by cultivating deep and broad usage of Larksuite, including but not limited to helping customers become power users, introducing new features/functionalities and best practices to customers;
5. Through the on-going customer relationship, identify up-sell and cross-sell opportunities, and drive the desired business outcome by collaborating across different stakeholders. A “make it happen” mindset regardless of role definition is a must. Doing the right thing to achieve win-win outcomes is our modus operandi.
1. 10+ years’ experience in Account Management and/or Customer Experience. Incumbent Customer Success practitioner with experience in large multinational organisations looking to break new grounds in a start-up welcomed;
2. Bachelor’s Degree and/or MBA/MSc degree or equivalent;
3. Understanding of productivity suite products, services and/or complementing solutions;
4. Strong ability to learn quickly, adapt, and master new concepts and technologies to be able to impact adoption and usage;
5. Proven business agility to navigate through complex business situations, synthesize seemingly confusing information to connect the dots and drive the right outcomes;
6. Strong ability to anticipate changing conditions/risks and willing to embrace ambiguity;
7. Extensive experience in working with cross geographical and cross discipline teams;
8. Proven ability in orchestrating, influencing and leading virtual teams;
9. Experience in project management;
10. Executive presence, experience and expertise engaging with senior business decision makers;
11. Business level proficiency in Mandarin a definite advantage.

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