Associate Director

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Anchanto Full time

The Associate Director – SaaS Product Implementation & Training (APAC) is responsible for leading the APAC regional supply chain consulting team, ensuring successful deployment and adoption of SaaS solutions across diverse industries. This role requires a strong leader who can manage a team of Implementation Consultants, work directly with enterprise clients, and adapt implementation and training strategies for the APAC market. This role also requires performing customer implementation whenever needed. The ideal candidate has deep experience in SaaS implementations, enterprise software deployment, stakeholder management, and regional expertise in APAC business environments.

Key Responsibilities

APAC Team Leadership & Regional Management

  • Lead, mentor, and manage the APAC-based team of Implementation Consultants, ensuring regional execution excellence.
  • Develop and implement best practices for SaaS implementations and training programs, tailored to the APAC market.
  • Monitor team performance, customer satisfaction, and implementation KPIs, ensuring continuous improvement.
  • Adapt implementation methodologies and customer onboarding strategies to suit local business cultures and regulations across APAC countries.
  • Foster a high-performance culture and facilitate ongoing professional development for the team.

SaaS Product Implementation & Customer Onboarding

  • Oversee and execute end-to-end SaaS product implementations for mid-to-enterprise clients across APAC.
  • Work with customer stakeholders (including C-level executives, IT teams, and end-users) to gather business requirements and define implementation goals.
  • Manage system configurations, data migrations, API integrations, and third-party tool connections.
  • Ensure smooth go-live transitions and mitigate risks associated with system adoption.
  • Serve as an escalation point for complex technical and implementation challenges.

Customer Training & Enablement (APAC Focused)

  • Design and deliver localized training programs tailored to different markets within APAC.
  • Conduct live virtual and in-person training sessions, ensuring high engagement across different learning styles.
  • Develop and maintain regional training materials (videos, documentation, FAQs) customized for local regulatory and compliance considerations.
  • Gather customer feedback and continuously improve training approaches based on regional user needs.

Project & Stakeholder Management

  • Develop and maintain detailed project plans for multiple APAC customers, ensuring successful implementations.
  • Act as the primary point of contact for regional stakeholders, including enterprise customers, partners, and internal teams.
  • Coordinate across multiple time zones to align with global implementation teams.
  • Communicate project status, risks, and mitigation plans proactively.
  • Work with channel partners and resellers in APAC to ensure smooth SaaS deployments.

Process Optimization & Regional Adaptation

  • Continuously refine implementation and training methodologies to align with APAC business norms and customer expectations.
  • Implement automation tools and streamlined workflows to optimize deployment efficiency.
  • Ensure compliance with data security, privacy regulations, and industry-specific compliance standards (e.g., GDPR, PDPA, CCPA, ISO 27001).
  • Monitor and analyze customer adoption metrics to enhance regional implementation strategies.

Customer Success & Retention in APAC

  • Ensure high levels of customer satisfaction and engagement across the region.
  • Identify regional adoption challenges and proactively address risks of customer churn.
  • Gather APAC-specific customer insights and relay feedback to the product and development teams for localized improvements.
  • Collaborate with Account Managers and Customer Success teams to identify upsell and expansion opportunities.

Qualifications & Experience

Required:

  • 10-15+ years of experience in SaaS product implementation, training, or customer success.
  • 7+ years of experience managing a regional or global implementation team.
  • Proven ability to lead multi-country teams in the APAC region with cultural awareness and market knowledge.
  • Experience working with mid-market and enterprise clients in SaaS software deployment.
  • Strong knowledge of enterprise software implementation methodologies, including system configurations, data migrations, and integrations (APIs, SSO, third-party tools).
  • Excellent communication skills in English, with additional language proficiency in Mandarin, Thai, Vietnamese, Korean, Japanese, or another APAC language preferred.
  • Strong project management skills, with experience using tools like Jira, Asana, or Smartsheet.
  • Willingness to travel within APAC as needed.

Preferred:

  • Experience implementing OMS, WMS, DIGITAL SHELF, TMS, CRM, ERP, or other enterprise SaaS solutions.
  • PMP, PMI-ACP, or other project management certification.
  • Knowledge of APAC compliance, privacy laws, and localization challenges for SaaS software.
  • Experience working with channel partners, system integrators, or resellers in APAC.

Key Competencies & Skills

  • Leadership & Team Management – Strong experience in leading remote and multi-country teams in APAC.
  • Customer Relationship Management – Ability to manage and engage with enterprise customers across different cultures.
  • Technical Acumen – Understanding of SaaS architectures, cloud computing, and integrations.
  • Training & Facilitation – Experience in designing and delivering engaging localized training programs.
  • Project Management – Expertise in handling multiple projects with varied regional timelines and priorities.
  • Process Improvement – Ability to optimize and adapt global implementation frameworks for APAC customers.
  • Business Acumen – Understanding the customer operations in providing the expertise view for upsell opportunities.

Benefits & Perks

  • Competitive salary and performance-based bonuses.
  • Health, dental, and vision insurance (region-specific benefits).
  • APAC-specific benefits such as travel allowances, remote work flexibility, and wellness programs.
  • Professional development and certification sponsorship.
  • 401(k) or equivalent regional retirement plans with employer match.
  • Work-from-home and hybrid options (depending on location).
  • Paid time off, local holidays, and work-life balance initiatives.

Why Join Us?

This role is an exciting leadership opportunity to drive SaaS implementations across the dynamic and fast-growing APAC market. If you are passionate about customer success, process excellence, and regional team leadership, we'd love to hear from you

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