APAC Client Success Manager, Centric Market Intelligence

Job Title: Client Success Manager, APAC
Business Unit: Centric Market Intelligence
Location: South Korea
Client Success

• Act as a strategic partner to our clients, owning key relationships with main contacts and teams of assigned clients
• Responsible for ownership of 6-10 clients across Enterprise accounts and SMBs, including retention, cross sells, and upsells in the APAC
• Lead account management and onboarding of new clients, ensuring best practices are met and the roll out will achieve client’s goals and facilitating training and product adoption
• Deeply understand client priorities and KPIs and create a strategic and tactical plans to achieve best practice KPI’s, milestones, etc
• Responsible for customer retention and upsells to existing customer base, meeting team target for the year
• Guardian of customer health, satisfaction, and product adoption, reporting on key metrics to the Director of BI & CS and conducting regular business reviews with the client
• Conduct trainings for new users and act as subject matter expert for our technology
• Expand relationships with existing clients and identify incremental revenue opportunities through additional use cases
• Utilize data (via Internal Analytics tools & Mixpanel) to identify areas of opportunity across your client accounts, including but not limited to: low usage teams/departments, high usage users, advocates, areas for improved usage and development. Present findings and recommendations regularly to the Director of BI & CS and the entire CS team. Take action based on product usage data to drive engagement across the platform and account
• Cross-functional Team Collaboration - Liaise with internal CMI teams (product, development, technical, business development, marketing) on cross-functional projects and issues to enhance customer experience
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development team
• Conduct QBRs (Quarterly Business Reviews) with assigned clients, measuring partner performance against pre-established business metrics. In addition, discuss product usage, client feedback and requests, product roadmap initiatives, opportunities for expansion, and additional support and training needed
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction

Business Intelligence & Process Improvement

• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Lead project management of CS-related software research and implementation projects
• Create training documentation for new system enhancements and conduct user training sessions/demos to support knowledge transfer and user adoption of system updates
• Proactively propose creative ideas to automate and scale business processes

Requirements

• Bachelor’s Degree in Business, Marketing, Fashion Merchandising, or related field
• 5 years + experience in a CSM position in a B2B Saas company or relevant role at a fashion or retail organization
• Fluent in English
• Experience in clienteling, developing/executing initiatives/adopting internal Clienteling Applications and systems
• Experience presenting in large groups and developing presentation materials
• Experience working with client data, understanding KPIs and running reports
• Knowledge of current best practices in the industry
• Experience is retail & fashion a plus
• Experience with Salesforce, Hubspot, Jira, Mixpanel, Intercom, a plus