Head of Customer Success(CX, Customer Transformation Program)

3 days ago

Greater Kuala Lumpur, Malaysia Teknowiz Full time 100,000 - 120,000 per year

Urgently hiring for one of our direct clients in the Malaysia.

Job Title: Head of Customer Success
Location: KL (Onsite)
Responsibilities
Member of the KL leadership team, reporting to the Chief Customer Success Officer, you will lead the of Customer Success organisation (Professional Services, CSM, Support and Renewals) in KL serving our clients across the globe.

  • Develop and execute the business strategy (WW SwC and Functions) for Customer Success KL team in conjunction with KL and Customer Success leadership teams across the globe;
  • Build and lead the Customer Success team of experienced and highly capable individuals that manage customer relationships and understand their strategy, desired outcomes, technical landscapes and business goals;
  • Own and drive P&L/KPI performance, managing CX, revenue, margin, eNPS, renewal rate and ensuring we deliver on our targets;
  • Drive cross-functional alignment and execution, ensuring seamless collaboration between teams;
  • Deliver measurable outcomes; in particular, driving adoption of Access products and services on scalable and replicable fashion;
  • Define and optimize the customer lifecycle. Standardize and scale intervention for each point in the journey, define segmentation of the customer base and apply various other strategies;
  • Develop priorities and objectives. Provide input to global customer success executives on our worldwide customer success at scale strategy;
  • Partner with other customer-facing organizations to develop strategies and execute plans that maximize business growth, consumption, customer retention, and account expansion;
  • Motivate your team to reach its full capabilities. Recognize and develop high-potential team members while upgrading talent where and when necessary;
  • Propagate customer success-focused thinking into all areas of the business and serve as a centre of excellence and champion of the customer;
  • Be a key member of the leadership team by taking ownership of business growth consumption activities post-sales.
  • Champion our Customer Success products' vision within the organization, advocating for resources and strategic priorities that accelerate growth

Required

  • 10+ years of customer-facing experience working for a b2b or b2c software company and driving customer transformation programs;
  • Experience expanding SME & mid-size customer product adoption, identifying customer patterns and best practices, and developing replicable strategies for growth (Leveraging Digital is a plus);
  • Experience in hiring, developing and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management and success management to drive high levels of employee engagement;
  • Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization;
  • Strong reasoning & analytical skills; able to structure thinking into a logical flow and sequence that is easy for others to understand, and able to create and work with conceptual frameworks;
  • Crisp, compelling and practical style of organizing thoughts into writing and speech; able to communicate with all levels in an organization;
  • Effective in operating in a matrix environment

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