Description
We're seeking an experienced Customer Success Manager to lead our new team in Malaysia, supporting customers across APAC. As a Customer Success Manager, you will be the liaison between our Professional Services and Production Services teams, ensuring quality service and operational performance for our customers.
Responsibilities:
- Handle overall responsibility for coordinating the customer relationship
- Act as a liaison between product management and the customer, presenting the Workday roadmap and its influence on customer activities
- Develop success plans for customers, outlining critical success factors, metrics for success, potential issues, and recommendations
- Prioritize and drive resolution on raised customer concerns
- Promote opportunities for two-way communication
- Supervise and facilitate the customer's adoption of our solution features and functionality
- Use customer relationships as needed for prospect references
- Keep customers advised of process and procedural changes
Requirements:
- 8+ years as a people manager of Customer Success teams
- 5+ years of Customer management experience in a complex software or SaaS environment
- Experience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels
- Proven leadership through accountability, continuous learning, and improvement
- Experience encouraging the growth and development of others, providing timely, direct, and actionable feedback
- Ability to mentor a team of workmates to be highly effective at customer relationship building and de-escalation
- Embody strong account leadership skills; comfortable and seasoned in leading customers and providing an outstanding customer experience
- Skilled at building positive relationships with customers, especially at the executive level
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership
- Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
- Ability to de-escalate critical customer concerns and lead commercial negotiations
- A successful track record of leading multiple priorities and initiatives concurrently, demonstrating data as appropriate
- Bachelor’s degree or equivalent work experience; Business or Technical degree preferred
- Ability to travel up to 35%