Sr. Customer Success Manager

Sr. Customer Success Manager
ViSenze - Artificial Intelligence for the Visual Web, Singapore

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Mar 10, 2021
Last Date
Apr 10, 2021
Location(s)

Job Description

ViSenze is one of the fastest growing A.I. start-ups and an acknowledged leader in the development of Vision based AI solutions and products globally. To help us build upon our success, we are seeking a Senior Customer Success Manager, 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 player/coach role where you will have a foundational role in designing and implementing the global Customer Success practice at ViSenze. You will also have frontline execution responsibility for the APAC region where you will work closely with the Enterprise Sales team to develop and execute customer success plans to ensure our retail and e-commerce customers’ objectives are met and their business values are optimised. You will engage remotely and onsite with a named list of key accounts to ensure that our solutions drive the maximum ROI for the client.

This is not a caretaker role. You will be at the forefront of innovation in e-commerce and retail and an active partner in sharing the latest in best practices for implementation of ViSenze AI technology, improving search performance, delivering targeted recommendations, and analyzing performance metrics. You will also be responsible for traditional CS duties including relationship management, some technical support, revenue retention, identification of areas for potential growth, upselling, and overall customer satisfaction.

This role reports to the Global Head of Solutions (GHS) and will work closely with multiple stakeholders on assigned accounts in the APAC region. The successful candidate will be competent in communicating about software concepts, e-commerce, and retail operations in order to lead and present customer success plans.


Responsibilities

  • Design and optimise the ViSenze Customer Success practice by adapting SaaS industry best practices to newly-released Visual AI products from ViSenze
  • Be a trusted advisor to the GHS, capable of representing the voice of the customer in order to inform the ViSenze Global Solutions strategy
  • Lead periodic CS team meetings and 1:1’s to ensure individual contributors receive sufficient support to succeed in their roles and ensure the consistent application of ViSenze CS practices.
  • Champion clients’ overall experience, starting from onboarding to adoption to expansion over the customer’s lifecycle
  • 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 to ensure requests for support and information are resolved to the customer's satisfaction
  • 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 8 years of sales, account management, customer success, in a consulting or similar role related to driving customer success and adoption within a Saas environment; AND minimum 3 years or more of supervisory experience. Experience in a global organization is preferred.
  • Experience with implementation of Enterprise SaaS solutions with basic understanding of mobile and web technology stacks (HTTP, HTML, JavaScript, JSON, XML, Restful API)
  • Programming experience with

Job Specification

Job Rewards and Benefits

ViSenze - Artificial Intelligence for the Visual Web

Information Technology and Services - Singapore, Singapore
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