![Zendesk](https://media.trabajo.org/img/noimg.jpg)
Customer Success Manager
1 month ago
We are looking for a highly driven and motivated individual who is passionate about building strong relationships and providing a best-in-class customer experience.
Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite with a wide array of customers. We ensure customers are optimized and scaling easily through impactful engagements, while driving customers’ business and technical value. Our priority is to understand our customer’s business, work collaboratively with them to create a Success Plan, and ultimately deliver measurable ROI and customer results using Zendesk.
CSMs align to a portfolio of customers within a specific region and are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales. This is done through proactively engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their CX maturity. Alongside your teammates in Sales, Support, and Product Management, you ensure that customers are seeing results from Zendesk and will continue to stay and grow
What You’ll Do
Build and foster strong relationships with your portfolio of 20-30 customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation and demonstrable business value to their end business users.
Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.
Develop and apply domain/technical knowledge of the Zendesk platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.
Engage regularly with customers based on our touchpoint framework (i.e. user shadowing, strategic discovery, executive business reviews, and roadmap presentations).
Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn.
Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)
Regularly assess, plan, and document your customer’s success journey with Zendesk via Gainsight.
Willing and able to travel domestically up to 10%, and readily visit customers in Asia.
Who You Are
Passionate about CX, CX strategy, driving transformation & helping businesses to achieve their business goals.
Experienced in managing Commercial and Enterprise-level accounts.
A proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required.
Well-versed in software and subscription services with excellent customer, partner, and market orientation.
Strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.
Ability to understand the business requirements and help customers with best practices and the right next action.
Ability to articulate business value to various stakeholders within customer organizations including IT and business leaders.
Possess strong leadership and collaboration skills, and the ability to influence and inspire cross-functional teams including Sales, Renewals, and technical roles.
Functional knowledge of technology deployment applications and overall Enterprise architecture required, and familiarity with Customer Support/CX (industry and technology).
Strong analytical skills, including experience with Looker, Tableau, or similar software, and experience turning data into insights to fuel your ideas.
Self-starter who thrives in both collaborative and autonomous environments.
Fluency in English language., native or business proficiency. Business proficiency in Asian languages such as Bahasa, Tagalog, Mandarin are a bonus
What You've Done
5+ years of relevant work experience in customer-facing CX or Operational Leadership roles, Customer Success, Account Management, or strategic consulting roles. Previous Customer Service Management is also highly regarded.
Experience in Product Management or technical/business consulting roles attributing to technical delivery management or/program management for large, complex and global strategic customers a bonus.
Track record of managing up to 50 accounts.
Previous experience using CRM or Customer Success software such as SFDC and Gainsight to prioritize and manage accounts.
Experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams.
Experience in a demanding role that requires strong leadership, committed priority management, and high emotional intelligence.
Proven track record of identifying and collaborating on expansion opportunities and strategies with Sales and account teams.
Proven ability to quickly grasp and distinctly explain technological and business concepts, including demonstrating SaaS functionality to customers.
Applied domain/technical knowledge of CX solutions, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. Zendesk knowledge is a bonus.
Previous experience utilizing Zendesk from a CX/EX perspective is a bonus.
#LI-ESKD
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
-
Customer Success Manager
3 months ago
Singapur, Singapore AVEVA Full timeAVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably. We’re the first software business in the world to have our sustainability targets validated by the...
-
Customer Success Manager
1 month ago
Singapur, Singapore Qlik Full timeDescription What makes us Qlik? A Gartner Magic Quadrant Leader for 13 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster. We...
-
Customer Success Manager
4 weeks ago
Singapur, Singapore Qlik Full timeDescription What makes us Qlik? A Gartner Magic Quadrant Leader for 13 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster. We...
-
Customer Success Manager
1 week ago
Singapur, Singapore Qlik Full timeDescription What makes usQlik Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data.A Gartner Magic Quadrant Leader for 13 years in a row!Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone...
-
Customer Success Manager
2 weeks ago
Singapur, Singapore Zendesk Full timeJob DescriptionWe are seeking a dynamic and enthusiastic individual who is passionate about cultivating strong connections and delivering exceptional customer experiences.As Customer Success Managers (CSM), we provide consultation on a range of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite to a diverse...
-
Customer Success Manager
6 days ago
Singapur, Singapore TechTarget Full timeCustomer Success Manager TechTarget (Nasdaq: TTGT) is the global leader in purchase intent-driven marketing and sales services that deliver business impact for enterprise technology companies. With high-quality editorial content across more than 150 highly targeted technology-specific websites and 1,125 channels, TechTarget attracts technology buyers...
-
Customer Success Manager
1 month ago
Singapur, Singapore Teradata Full timeCustomer Success Manager Location: Singapore Requisition Number: 218088 External Description: What You’ll Do You will own the account strategy for engagement, adoption and success planning drive business growth, customer value, satisfaction, and retention within the assigned accounts across enterprise and public sector in Singapore. Inspire confidence...
-
Customer Success Manager
4 weeks ago
Singapur, Singapore Teradata Full timeCustomer Success Manager Location: Singapore Requisition Number: 218088 External Description: What You’ll Do You will own the account strategy for engagement, adoption and success planning drive business growth, customer value, satisfaction, and retention within the assigned accounts across enterprise and public sector in Singapore. Inspire confidence...
-
Customer Success Manager
4 weeks ago
Singapur, Singapore Teradata Full timeCustomer Success Manager Location: Singapore Requisition Number: 218088 External Description: What You’ll Do You will own the account strategy for engagement, adoption and success planning drive business growth, customer value, satisfaction, and retention within the assigned accounts across enterprise and public sector in Singapore. Inspire confidence...
-
Customer Success Manager
4 weeks ago
Singapur, Singapore Ivalua Full timeCUSTOMER SUCCESS MANAGER- Singapore (M/F)Ivalua is a leading provider of cloud-based procurement solutions globally. THE OPPORTUNITYAs a Customer Success Manager, you’ll play a critical role in ensuring that our customers aresuccessful and getting value out of the Ivalua platform. You’ll manage a portfolio ofcustomers as their solutions are implemented...
-
Customer Success Manager
2 months ago
Singapur, Singapore Ivalua Full timeCUSTOMER SUCCESS MANAGER- Singapore (M/F)Ivalua is a leading provider of cloud-based procurement solutions globally. THE OPPORTUNITYAs a Customer Success Manager, you’ll play a critical role in ensuring that our customers aresuccessful and getting value out of the Ivalua platform. You’ll manage a portfolio ofcustomers as their solutions are implemented...
-
Customer Success Manager
1 month ago
Singapur, Singapore Elsevier (Singapore) Pte Ltd Company Full timeAbout the Role Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios. The focus is on customer retention, renewal growth and identifying any upsell/cross...
-
Customer Success Manager
4 weeks ago
Singapur, Singapore Elsevier (Singapore) Pte Ltd Company Full timeAbout the Role Customer Success Managers are the go-to contact post-sales for a customer, as such, they are responsible for the onboarding, enablement and value realization for Solutions or Research Sales and are expected to be fluent in the respective portfolios. The focus is on customer retention, renewal growth and identifying any upsell/cross...
-
Customer Success Manager
1 month ago
Singapur, Singapore Autodesk Full timePosition Overview About Autodesk Construction Solutions Autodesk has reimagined the construction business for the digital age, helping companies address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer, and field so...
-
Customer Success Manager
2 weeks ago
Singapur, Singapore Autodesk Full timePosition Overview About Autodesk Construction Solutions Autodesk has reimagined the construction business for the digital age, helping companies address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer, and field so...
-
Customer Success Manager
4 weeks ago
Singapur, Singapore Autodesk Full timePosition Overview About Autodesk Construction Solutions Autodesk has reimagined the construction business for the digital age, helping companies address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer, and field so...
-
Customer Success Manager
1 month ago
Singapur, Singapore SAP Full timeWhat you’ll do We are seeking a Customer Success Manager with a demonstrated track record of successfully retaining and growing their customer base. This critical role will work closely with all levels within LeanIX as well as key leaders at some of the biggest companies in the APJ region.You will join our small but growing APJ team and have the...
-
Customer Success Manager
4 weeks ago
Singapur, Singapore SAP Full timeWhat you’ll do We are seeking a Customer Success Manager with a demonstrated track record of successfully retaining and growing their customer base. This critical role will work closely with all levels within LeanIX as well as key leaders at some of the biggest companies in the APJ region.You will join our small but growing APJ team and have the...
-
Customer Success Manager APAC
2 weeks ago
Singapur, Singapore Grafana Labs Full timeAre you passionate about fostering connections, tackling obstacles, and expanding your tech knowledge? If so, come be part of our Success crew at Grafana Labs.The Success team is instrumental in guiding customers towards maximizing their business and technical benefits with Grafana. As a Grafana CSM, you will act as a partner to understand and address...
-
Customer Success Manager
2 weeks ago
Singapur, Singapore ArcBlue Full timeCompany OverviewThe hiring company is a well-established technology & infrastructure firm that powers the technology for some of the largest MNCs and famous brand names. They are looking to expand their footprint in Asia due to increasing demand and new business ventures in the region. To support the growth, they are currently looking for a Customer Success...