Customer Success Account Manager

3 days ago


Malaysia LittleLives Full time


Customer Success Account Manager

Customer Success Account Manager

We are a fast-growing SaaS company in the EduTech space, operating mainly in Singapore, Vietnam, and Malaysia. With a mission to revolutionize early childhood education through technology, we provide innovative solutions to our customers.

About the Role

As a Customer Success Account Manager, you will be responsible for the adoption, usage, and success of a portfolio of clients. By building trust and enabling the success of your clients, you will drive revenue growth through renewals and upselling.

Key Responsibilities
  • Close renewal business on a quarterly basis, meeting or exceeding assigned targets.
  • Upsell new business to existing clients to increase value per customer.
  • Actively own the adoption, usage, and success of a portfolio of customers.
  • Engage with and understand customers' businesses, needs, and use cases for LittleLives.
  • Deliver expert engagements, such as training and onboarding, to educate and empower our customers.
  • Partner closely with internal cross-functional team members to help understand the account and research solutions to solve customers' business needs and challenges.
  • Operational discipline to ensure transparency on customer account health and accurate retention and upsell forecasting.
  • Identify insights and needs, and channel this information to product teams to develop new and improved features.
  • Provide subject matter expertise on School Management Systems and become a trusted advisor to LittleLives' customers.
  • Develop and track customer onboarding/usage adoption tracker to ensure seamless follow-ups and churn prevention.
Requirements
  • Strong interpersonal skills and desire to work in a dynamic and fast-paced environment.
  • Ability to build and maintain relationships across multiple levels with assigned accounts and become a trusted advisor.
  • Strong communication and problem-solving skills.
  • Proven experience driving customer retention and growth initiatives, achieving high retention rates and strong upsell results, with customer satisfaction in a post-sales environment.
  • Proven success leading customer-facing presentations, training, and engagements.
  • Ability to handle objections, prioritise customer issues, and collaborate with manager and colleagues to effectively drive resolution.
  • Keen interest in IT/Early childhood industry.
  • Able to communicate, train, and present in English and Malay.
  • Able to communicate in Mandarin.
  • Ability to travel abroad on a monthly basis.


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