Feb 14, 2020

Sr. Customer Success Manager, APAC

  • Visenze
  • Singapore
Full time Management

Job Description

ViSenze is one of the fastest growing A.I. start-ups and a leader in the development of image recognition technology. To help us build upon our success, we are seeking a Senior Customer Success Manager based in Singapore, who will own the Customer Lifecycle for a set of Enterprise accounts, beginning with customer onboarding and implementation and continuing through the adoption and renewal staging. As a Senior Manager, you will also be required to supervise a small team of customer success managers across the organisation.

This is a hands- on and frontline execution role where you will work closely with the Enterprise Sales team to develop and execute customer success plans to ensure our customers objectives are met and business values optimised. You will engage remotely and onsite with a named list of key accounts to ensure that their needs are met, and that our solutions drive the maximum ROI for the client. You will also be responsible for relationship management, some technical support, data analysis, revenue retention, identification of areas for potential growth, upselling and overall customer satisfaction.

This role reports to the Business Head and will work closely with multiple stakeholders with assigned strategic accounts. The successful candidate shall be confident to lead and present customer success plans to some level of technical ability.

Responsibilities

  • Champion clients’ overall experience, starting from onboarding to adoption to expansion over the clients’ lifetime value
  • Cultivate and strengthen relationships with both business and IT decision makers at executive/senior levels within assigned accounts, becoming a trusted advisor for both customers and partners
  • Be the voice of the customer within our organization, leveraging internal assets to drive adoption
  • Supervise and lead a small team of Customer Success managers to drive Customer Success activities and outcomes – increasing renewal rates and reducing churn, maximizing the adoption of purchased technology/subscription services, identifying opportunities to cross- and up-sell, and driving new business growth through greater advocacy and reference-ability
  • Monitor customer health using subjective and objective analysis of usage data, relationship history, and other indicative details, and act as an escalation point for customer issues
  • Actively grow accounts across key metrics such as retention, engagement, renewals, cross and upselling and expansionary revenues to increase lifetime value of client engagements
  • Proactive Customer Success planning – ownership of the specific strategies, measurements, risk assessment, based on customer’s objectives and KPIs
  • Conduct business reviews to understand business goals, and to assess progress against previously stated objectives – meeting or exceeding assigned targets for renewals, expansion opportunities, and strategic objectives associated with customers
  • Understand customer use cases and work processes to provide the best guidance on how to optimize product/service usage and unlock the most value
  • Catalog customer benchmarks and success stories
  • Provides reliable financial forecasts to Management

Requirements

  • Minimum 5 years or more experience in sales, account management, customer success, in a consulting or similar role related to driving customer success and adoption
  • Experience with a SaaS solutions company and/or an enterprise software company with basic technical knowledge on development and IT solutions
  • Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers
  • Extensive experience in building key customers / sales relationships
  • Highly data-driven with a dedication to following the process
  • Understanding drivers of customer success - able to execute the onboarding & adoption process to drive overall customer health
  • Ability to define customer needs & goals and drive onboarding and success plans to meet those goals and objectives
  • Excited to drive customer success or to love to represent products to our customers
  • Understanding of SaaS environment with its respective opportunities, benefits, and challenges
  • Organised and capable of highly effective time management in an entrepreneurial environment.
  • Strong project management and delivery expertise
  • Ability to engage customers with insights and thought leadership whilst getting them to open up about their strategies and plans
  • Excellent Communication skills with demonstrated ability to listen, understand and translate business needs and position complex technology solutions that meet those needs in a simple and easy to understand way
  • Exceptional interpersonal skills and the ability to develop strong working relationships and extend influence across ViSenze at all levels of management
  • Love working in a fast-paced, always-on, highly ambiguous start-up environment
  • Ability to adapt to a rapidly changing product and respond strategically to customer needs
  • Be a vocal and influential contributor to the Global Enterprise Sales Organisation and help to define and grow adoption of best practises that can help us position for growth and success
  • Strong outstanding written and oral communication skill
  • Willingness to travel
  • Bachelor's Degree, preferably in Business, Engineering or Computer Science

About ViSenze

ViSenze powers visual commerce at scale with deep learning and computer vision. Used by the world's biggest retailers like Uniqlo and ASOS, ViSenze simplifies the way shoppers search and discover products; converting images into engagement opportunities, and making content shoppable. Today, ViSenze is acknowledged amongst top global AI startups by Interbrand, CognitionX, CBInsights, A100, VentureBeat, Datamation, eMarketer, and Forrester. The company has raised over USD34 million in funding to date from marque investors including Rakuten.

Ranked as top 10 tech companies in 2019 by Glassdoor in Singapore and an award winner of The Best Tech Company to Work For 2019, ViSenze offers a rare opportunity to join a thriving, fast-paced, multi-cultural environment and be part of a truly exciting journey of a pioneering A.I. company.

Visenze is also one of the founding AWS Global Retail Competency partners.