Description
Thought Machine's mission is to rid the world's banks of legacy technology.
The Client Success Director (CSD) is accountable for ensuring Clients successfully adopt and scale our platform to achieve their contracted outcomes.
Client Outcomes & Delivery
- Own the end-to-end client success plan from sales support, to implementation through to scale and steady state.
- Ensure clients achieve their contracted account volumes within agreed milestones, timelines, and budgets.
- Act as the primary point of accountability for delivery outcomes across implementation, upgrades, and ongoing services.
- Proactively identify risks to delivery, adoption, or timelines and drive mitigation plans.
- Monitor and analyse client product usage, forecasting key account metrics.
Client Engagement & Governance
- Establish and run robust account governance, including steering committees and executive engagement.
- Own CSAT, including measurement, action planning, and continuous improvement.
- Define the Target Operating Model for support as early on in the engagement as possible.
- Lead Quarterly Business Reviews (QBRs), demonstrating progress against milestones and value delivered.
- Build trusted relationships with senior client stakeholders.
Support & Platform Stability
- Act as the escalation point for support issues, ensuring timely and transparent resolution.
- Work with the assigned client support lead to track and communicate bug resolution and preventative actions.
Commercial & Financial Ownership
- Own the P&L for all paid services delivered to the client.
- Maintain overall services profitability for the client, balancing issue remediation and client satisfaction.
Growth & Sales Collaboration
- Partner with the Account Director to grow the account and expand white space.
- Support sales cycles by articulating and presenting the client journey.
Upgrades & Roadmap Management
- Oversee planning and execution of platform upgrades, ensuring minimal disruption.
Requirements
- Fluent in Thai.
- Proven experience delivering core banking transformation programmes.
- Strong understanding of core banking domains.
- Demonstrated accountability for delivery outcomes and milestones.
Benefits
- Highly competitive salary
- Healthcare
- 25 days holiday and public holidays
- Competitive maternity and paternity leave
- $1,500 SGD per year flexible spend benefit