Customer Success Manager, APAC

Vor 6 Tagen

Haymarket, Österreich Bigtincan Holdings Limited Vollzeit
Hybrid Role - 2 days in office / 3 days in your home officeResponsibilities:- Act as an Implementation Specialist during onboarding, training, and monitoring the management of projects to ensure deadlines are met and launches are successful.- Provide project status reports as needed to customers and internal stakeholders.- Monitor customer health, engagement, and overall product utilization, collaborating across teams to develop methods to increase customer health.- Support quarterly business review meetings and provide ideas for optimization, increased value, growth, renewal, and advocacy.- Identify products and services to grow existing accounts and collaborate with Account Managers to introduce upsell/cross-sell opportunities.- Work in collaboration with Account Managers to ensure customer contracts are in compliance with license counts, products, services, and other requirements.- Project manage support challenges between customers and support teams to ensure resolution of trouble tickets.- Assist in developing best practices and maintaining clear documentation for all internal processes and customer training.- Maintain SFDC Opportunity/Account records and attach relevant documents.- Travel as needed for customer meetings and conferences.- Act as a Subject Matter Expert (SME) for our product(s), staying up-to-date with new features and functionality.- Support customers with data questions and create dashboards to capture insights aligning with customer goals.- Provide guidance during implementations, articulating use cases and goals to ensure successful product adoption.- Understand and apply the MEDDPICC sales methodology to customer interactions and engagements.- Manage customer renewals and conduct regular reviews to ensure ongoing satisfaction and identify improvement opportunities.- Cultivate multi-level relationships within customer accounts to foster trust and loyalty.- Thrive in a high-growth environment where flexibility and adaptability are essential, and the path forward may not always be clearly defined.Qualifications:- Bachelor's degree in a relevant field or equivalent experience.- Proven experience in customer success, account management, or related roles.- Strong project management skills with the ability to prioritize and manage multiple tasks simultaneously.- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal teams.- Analytical mindset with the ability to interpret data and generate actionable insights.- Experience working with CRM systems, preferably Salesforce.- Willingness to travel as needed for customer meetings and conferences.- Comfortable working in a fast-paced, dynamic environment with changing priorities.

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