Deskripsi Pekerjaan
Are you a strategic customer success professional looking to make a significant impact in the dynamic energy and commodities sector? Our client, a premier global B2B media company, provides critical data, analytics, and news to the world's most significant industries.
They are seeking a passionate Customer Success Manager to champion their client base in Asia. In this role, you are the voice of the customer, responsible for ensuring they extract maximum value from their subscriptions. You will work closely with market analysts, sales professionals, and product developers to deliver a seamless client experience. This is a unique opportunity to marry your client management expertise with a deep understanding of global markets.
The successful candidate will be a proactive problem solver, excel in relationship building, and possess a data-driven mindset to identify growth opportunities. You will be responsible for driving retention, reducing churn, and expanding revenue within a dedicated portfolio of high-value accounts. As a key member of the regional team, you will define the customer journey, develop best practices for engagement, and serve as the bridge between our customers and internal product roadmaps.
Join a company that values innovation, integrity, and teamwork. Enjoy a competitive compensation package, opportunities for professional development, and the chance to work with a diverse, global team from their Singapore office. If you are results-oriented and passionate about client success in a B2B environment, we encourage you to apply.
Tanggung Jawab
- Manage a portfolio of key B2B accounts, ensuring high levels of customer satisfaction and long-term retention.
- Develop and execute strategic account plans to drive product adoption and identify upsell and cross-sell opportunities.
- Serve as the primary point of contact for customer inquiries, escalations, and support needs, coordinating with internal teams.
- Analyze customer usage data and feedback to provide actionable insights and recommendations to stakeholders.
- Conduct regular business reviews with client stakeholders, showcasing ROI and the value delivered by our services.
- Collaborate closely with Sales, Product, and Support teams to drive customer-centric outcomes and product improvements.
- Lead the onboarding process for new customers, ensuring a seamless transition and immediate time-to-value.
- Monitor customer health scores and proactively address churn risks to ensure a best-in-class experience.
Kualifikasi
- 5+ years of experience in Customer Success, Account Management, or a related client-facing role within B2B SaaS, Media, or Information Services.
- Proven track record of successfully managing and growing a portfolio of enterprise-level accounts and exceeding renewal targets.
- Strong analytical skills with the ability to leverage data to drive strategic decisions and identify trends.
- Excellent communication, presentation, and negotiation skills, with the ability to influence senior stakeholders.
- Experience in the energy, commodities, or financial services industry is a strong plus.
- Bachelor's degree in Business, Finance, Economics, or a related field is required.
- Familiarity with CRM platforms (Salesforce, Gainsight, Totango) and customer success tools is highly desirable.
- Fluency in English is required; proficiency in an additional Asian language (e.g., Mandarin, Bahasa) is an advantage.