DevSavant Inc. - Senior Customer Success Manager (APAC)
Requirements
• 3 years + experience in a similar Customer Success or Account • Management role • Excellent written and spoken English - C1 proficiency • Experience working with a non-APAC headquartered company, in a role • which required you to onboard and work remotely, ideally as one of the first • employees for the company in the APAC market • Proven experience working with a book of business of a company's largest • clients, or owning clients for a full geographical area • Confident in discussing ROI and the impact software can have on a client’s • Fantastic written and verbal communication skills ranging from business • users of our software to c-suite executives of client organisations • People person with a natural collaborative mindset, great at building strong • working relationships across teams and managing different stakeholders • Highly organised and can manage multiple projects confidently • Excellent attention to detail • Inquisitive, curious and enjoy looking for ways to improve processes
Responsibilities
• Onboard all new customers into the APAC region • Deliver a best in class experience to our larger clients by building • relationships and demonstrating impact through multiple touch points • Provide CS at scale to our Mid-Market customer utilising technology and • Manage multiple touch points, including digital meetings, to keep clients • engaged and informed • Advise clients on loyalty strategy and optimisation opportunities to get the • most out of their program • Discuss return on investment and the impact driven by our program • Encourage clients to adopt new features and participate in product beta • Actively gather feedback from clients and share across the organisation to • improve our product and service • Continuously improve our client offering by actively spotting opportunities • to improve our current processes • Work closely with Marketing to drive advocacy in the form of testimonials, • case studies, reviews and customer events • Partner with our Support team to ensure client queries as responded to and • rectified quickly • Partner with our Account Management team to deliver on renewals and • upsells throughout the customer journey • Confidently forecast NRR performance, fully mitigate any ‘at risk’ clients and • support upsells • Engage with our Engineering, Marketing, and Sales teams to ensure a
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