Customer Success Associate Director, Apac

6 months ago

Kuala Lumpur, Malaysia Wolters Kluwer Full time

Be the difference.

If making a difference matters to you, then you matter to us.

We are now looking for an Customer Success Associate Director. You will act as a strategic partner to our TeamMate customers. You will be proactive in ensuring product adoption, building customer relationships, soliciting customer feedback, and analyzing patterns of successful customers. In this role, you will initially report to the General Manager, TeamMate Asia Pacific.

TeamMate software is used by audit professionals all over the world and is recognized as the award-winning audit management system that increases the efficiency and productivity of the entire internal audit process, including: risk assessment, planning, scheduling, execution, review, report generation, trend analysis, audit committee reporting and storage.

This is a Permanent Full-Time position, to be based in Kuala Lumpur (hybrid working arrangement). #LI-Hybrid

ABOUT OUR OFFER
- Great compensation package
- Medical Insurance and Dental benefit for employee and family
- Flexible working hours to improve work life balance
- Learning and Development Program
- Paid Leave and volunteer leave
- Wellness Programme

ABOUT THE ROLE
- Responsible to reach out to customers proactively off renewal cycle to understand customers’ situation, and help them solve challenges, directly or by channeling their request to Support & PS teams
- Back up retention teams in peak periods or when coverage is needed
- Provide inputs for the creation of a customer health index, they need to understand risk of churn, and share with account manager and retention teams
- Work with Sales, Professional Services, Product & Support colleagues to address customer needs and ensure best practice product utilization.
- Position as a key point of escalation for designated accounts, to ensure TM can react and evolve to changing customer requirements. - Understand customer requests that require product updates, qualify them and channel them appropriately to the Product Management team
- Share with TM customers the product / company / market messaging designed by our Marketing team
- Passionate about our customers’ experience, you will build and maintain that experience for all customers in your portfolio.
- Become an expert on our product solutions as well as customer use cases and use this knowledge to identify and solve customer pain points.
- Drive awareness of regional user groups and speaking opportunities at Customer Appreciation Events
- Use customer management tools to track customer communication, issues and metrics.
- Drive close collaboration with implementation partner and Professional Services;
- Develop strong relationships with all key decision makers and influencers across each customer in your portfolio.
- Uncover and mitigate any risk that threatens each customer’s growth, satisfaction, or renewal; conceive and execute risk mitigation plans. Schedule stakeholder calls.
- Drive high overall customer NPS rates
- Contribute to the future development of the Customer Success initiatives and strategy.
- Managing Customer Relationships: Ensuring customer growth, satisfaction, and retention within the assigned portfolio of accounts in (demand generation, onboarding and/or customer success focused).
- Build, maintain, and execute on account plans for each assigned account and coordinate appropriate internal resources for delivery.
- Attend key design review sessions, review project milestones, attend key project management sessions.
- Understand service agreement terms of each customer contract and ensure the work is completed and delivered to the customer on or before the deadline.
- Develop strong relationships with all key decision makers and influencers across each customer in your portfolio.
- Uncover and mitigate any risk that threatens each customers’ growth, satisfaction, or renewal.
- Engage customers in user groups, focus groups and annual conferences

ABOUT YOU
- Bachelor's Degree in business, sales, marketing, or related field
- 5 years of account management experience in software
- Experience making outbound phone calls to existing clients, identifying their needs quickly and then providing a value proposition
- Working within a multi-division organization with various sales and marketing channels
- Working in or with products/services related to software industry preferred - Understanding of enterprise and public sector relationships a plus
- Experience working independently
- Demonstrated proficiency with MS Office Suite (Word, Excel, PowerPoint and Outlook) & presentation tools
- Excellent oral, written and interpersonal skills, including the ability to explain technical concepts in non-technical terms and ability to work well with sales Consultants
- Ability to create documentation that is complete and accurate
- Ability to work with others to learn about products and processes
- Ability to be proactive in asking questions and getting questions answered
- Able to

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