APAC General Manager and Head of Client Success

4 weeks ago

Singapur, Singapore Thought Machine Full time

Description

Thought Machine’s mission is bold – to properly and permanently rid the world’s banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. What we are attempting is hard and means we need great people working together to build great technology.

We have grown rapidly in the past few years – growing our team to more than 550 individuals across offices in London, New York, Singapore and Sydney. We have raised more than $500m in funding and are now valued at $2.7bn. Our investors include Temasek, Standard Chartered Ventures, Molten Ventures, Eurazeo, Intesa Sanpaolo, Nyca Partners, JPMorgan Chase Strategic Investments, and more. 

We have created a culture enabling our team to produce the best work in the industry, ensuring we have fun along the way. We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the most generous employee share package in the industry. We've been named in the IDC list of top 100 fintechs, and the Singapore HR Awards awarded us Gold and Silver for our workplace culture and employee experience.

Thought Machine is excited to hire a General Manager and Head of Client Success for our APAC Region. 

Our clients and people are key pillars of our success, and this exciting role is at the intersection of both. Working with our customers in the region to make sure they make the best use of Thought Machines products and services while being the General Manager for our entire APAC region. The candidate will support our close-knit team of over 80 people spanning eight countries (with over 60 based in Singapore alone).

As the APAC General Manager and Head of Client Success, you'll collaborate closely with senior stakeholders to ensure top-tier service delivery to designated key clients. This role focuses on post-sales service excellence, specifically directly leading a team of Success Managers in the region to bring the best of Thought Machine to our customers while also leading some of the largest customers yourself.

Your primary responsibility is understanding and aligning our clients' needs with Thought Machine's evolving offerings. Doing so will provide clients with concrete value and maximise the benefits of their partnership with Thought Machine.

This position requires a blend of stakeholder management and technical expertise to support our customers in achieving operational excellence. Leveraging your background in financial services, cloud infrastructure, program management, ITSM, and customer advocacy, your goal is to ensure clients are satisfied with our products and the services surrounding them.

In this role, you'll regularly engage with various stakeholder groups, including executives of large enterprises, fintech founders, and a diverse, cross-functional team across different locations. Success in this position hinges on your ability to leverage relationship management skills and technical proficiency to communicate effectively across all levels of the organisation and establish yourself as a trusted advisor to clients.

As General Manager for the entire APAC region, you'll oversee the overall operations and strategic direction for APAC, in addition to your responsibilities in customer success. This dual role requires strong leadership, coordination, and a deep understanding of the region's dynamics.

Your ability to foster collaboration within the team and align initiatives with the company's goals will be instrumental in driving success across both functions. As a key leader in the organisation, you'll play a pivotal role in shaping Thought Machine's future growth and success in the APAC region.

Duties Provide operational leadership across all functions within the APAC region, ensuring alignment with company strategy and goals. Cultivate a strong local culture and foster team spirit within APAC offices, promoting collaboration and unity. Develop and execute the regional business plan, overseeing the cost profile for the region to drive sustainable growth and profitability. Lead a team of Client Success Managers (CSMs) to serve as strategic partners, facilitating collaboration between clients and the Thought Machine team, including Product Management, Engineering, Sales, and Professional Services. Collaborate with clients to understand their pre-sales plans, translate desired outcomes into actionable objectives, and establish strategic relationships with stakeholders to align with customer business objectives and develop strategic roadmaps. Gain a comprehensive understanding of client infrastructure to expedite incident and support resolution, leveraging expertise in Thought Machine product platforms, best practices, and use cases to guide customers effectively. Act as the primary liaison for product-related inquiries, issues, or escalations, coordinating with Thought Machine Support teams, Product Management, and other departments as necessary to ensure timely and effective resolution. Utilise customer objectives and insights to drive internal new feature development, leading multiple work streams and teams to ensure ongoing customer success. Conduct regular operational performance reviews and executive sessions, analysing data to inform strategic decisions and optimise customer outcomes. Work closely with customers and Support to navigate and resolve issues and escalations, ensuring timely and satisfactory resolutions to maintain high levels of customer satisfaction. Confidently represent Thought Machine at various events by speaking publicly, embodying our values and mission with charisma and clarity.

Requirements

Essential Able to manage and influence key decision makers, particularly at the C-Suite level in client organisations and internally. Strong customer management skills with a proven track record in success management, account management, conflict resolution, and stakeholder engagement, driving high levels of customer satisfaction. Deep knowledge of banking and finance industries. Minimum of ten years experience in customer-facing roles, interfacing with executive stakeholders. Experience collaborating with external customer partners and systems integrators across internal business units. Proficiency in communication, presentation, and problem-solving. Experience and comfort with representing Thought Machine at public and private speaking events. Familiarity with cloud providers (AWS, GCP, Azure), microservice architectures, observability platforms, databases, deployment strategies (e.g., blue/green, canary), release management, disaster recovery, and business continuity. Ability to thrive in a hyper-growth environment and approach challenges with a first-principles mindset. Naturally curious with a history of learning and adapting to new technologies and environments. Detail-oriented with strong analytical skills. Desirable Bachelor’s degree in Computer Science, Engineering, or a related technical field. Experience in technical support and escalation management for customers. A general understanding of software engineering, ITIL, storage systems, networking, application development, service architecture, cloud-native application development, and hosted services. Experience in leading teams and establishing a team culture in a region. Product and services company experience.

Benefits

Highly competitive salary Bonus incentive Healthcare 25 days holiday and public holidays Competitive maternity and paternity leave $1,500 SGD per year flexible spend benefit  All the latest tech you need A talented and experienced team as your colleagues An environment where we encourage learning and progress

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