Customer Success Manager

4 weeks ago

Kuala Lumpur, Malaysia Sitecore Full time

**About Us**:
Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values are what drive and unite us across the globe.

**About the Role**:
To build on Sitecore’s success and growth, we are looking for a highly skilled and experienced Customer Success Manager (CSM) to join our Sitecore office in Kuala Lumpur, Malaysia. The primary focus of this role will be to service our Enterprise and Strategic Growth Customers in the ASEAN region.

In this role you will be instrumental in leading Sitecore to an unprecedented level of customer success and to scale for growth, expansion, and lifetime value within a portfolio of top tier customer accounts. As the post-sales Account Owner, Trusted Advisor, and Customer Advocate, the CSM drives adoption and transformation to ensure that the customer obtains their desired outcomes and obtains value from their investment in Sitecore’s products and solutions in harmony with their strategic business goals.

In addition, you are a cross-functional hero You will work closely with the Sitecore ecosystem including account executives, marketing, and product specialists to develop new value propositions, build awareness and reveal new growth opportunities. Your strong problem-solving skills and organizational awareness, make you capable of intervening where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.

You will thrive on working in a collaborative, sharing, caring and exciting environment, ensuring our customers realize their business and marketing objectives.

This is an important customer facing role that requires a dedicated professional with an exceptional ability to manage both internal and external stakeholders and that can develop deep relationships with customers and their delivery partners.

**What You’ll Do**:

- Build deep relationship with your assigned customers by providing proactive customer engagement from post sales onwards, maintaining a regular communication cadence with key customer stakeholders throughout the customer journey. Work with our Professional Services, Implementation Partners, and Customer Support teams to ensure customers have been appropriately trained and that we are effectively tracking & reporting against adoption of solutions from point of launch.
- Develop and document Customer Success Plans, building upon the value proposition created during the selling motion, that clearly outlines the customer’s business objectives and priorities. Collaborate with customers to define and track value attainments for Sitecore’s solutions to these objectives. Assist clients to expand their usage and adoption of Sitecore Digital Experience Platform. Identify and develop Upsell & Cross-sell opportunities using our CSQL process supporting sales to grow the account. Evangelize the Sitecore vision and product roadmap.
- Host regular business review meetings with key stakeholders. Provide updates on customer objectives, status updates for all outstanding issues, manage customer expectations, keeping clients satisfied and expectations realistic. Be the customer advocate, ensure customer feedback is followed up and acted upon and ensure closed loop follow up.
- Manage and document churn risk. Identify risk mitigation plans and escalate internally to timely resolution. Work closely with the renewals team to optimize and maximize retention.
- Intervene when needed to ensure that any roadblocks to customer success are removed as efficiently as possible. Coordinate with technical support and product teams to ensure timely closure of issues. Understand & address customer requests, escalating important issues when needed.

**What You Need to Succeed**:

- Passion for Customer Success and Digital Customer Experience. Have a customer centric mindset and strives to deliver excellence at every opportunity.
- Strong and proven track record of successfully managing customer relationships and business transformation projects for the ASEAN market. Experience in a customer facing role that includes account and relationship management for ASEAN customers.
- Business and Commercial acumen. Understand business drives and strategies. Ability to deal with challenging customer situations, negotiate for win-win, be customer centric while maintaining Sitecore’s business objectives.
- Excellent communication, presentation, and interpersonal skills. Demonstrates ability to challenge, negotiate, influence, and persuade stakeholders.
- Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations. Ability to work autonomously when needed. Can take ownership, be accountable and get things done. Curious, self-starter and not afraid to tackle issues.
- Has a growth mindset. Looks

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