Director, Customer Success

1. Client Relationship Management:
Serve as the primary point of contact for key clients in the APAC region.
Build and maintain strong, long-term relationships with clients, understanding their business objectives, challenges, and expectations.
Act as a trusted advisor, proactively addressing client needs and driving value-added solutions.
2. Strategic Planning and Execution:
Collaborate with clients to translate a sales proposal into executable and effective B2B marketing strategies and programs tailored to clients specific needs.
Oversee the execution of marketing campaigns, ensuring timely delivery and high-quality outcomes.
Monitor and analyse campaign performance, providing insights and recommendations for continuous improvement.
3. Client Onboarding and Adoption:
Lead the onboarding process for new clients, ensuring a smooth transition and implementation of services.
Collaborate with internal teams to set up client accounts, configure platforms, and deliver training and support.
Drive adoption of the company's solutions, promoting best practices and use cases.
4. Customer Success Planning:
Develop and implement customer success strategies and initiatives to drive client engagement, retention, and loyalty.
Define success metrics, KPIs, and benchmarks to measure and track client satisfaction, usage, and outcomes.
Establish processes for regular check-ins, health assessments, and performance reviews.
5. Client Advocacy and Feedback:
Act as a client advocate within the organization, representing the voice of the customer and championing their interests.
Solicit and gather client feedback, testimonials, and case studies to showcase success stories and drive business growth.
Address and resolve client concerns and escalations in a timely and effective manner.
6. Team Leadership and Development:
Lead and mentor a team of campaign managers, and support staff across the APAC region.
Provide guidance, coaching, and support to help team members achieve their campaign goals and deliver exceptional service to clients.
Foster a culture of collaboration, accountability, and continuous improvement.
7. Performance Monitoring and Reporting:
Monitor and analyze key performance metrics and outcomes related to customer success, including client retention rates, satisfaction scores, and revenue growth.
Prepare regular reports, dashboards, and presentations for internal stakeholders and executive leadership.
8. Cross-functional Collaboration:
Collaborate with internal teams such as sales, marketing, operations, and product management to ensure alignment of customer success initiatives with overall business objectives.
Share insights, best practices, and customer feedback to drive continuous improvement and innovation.
Travel Requirement
This position may require travel up to 25% of the time.
Travel across India, Singapore and other SEA countries will be required. Duration of stay will be one to two weeks per trip with two to four trips per year
Shift Timing
SEA Shift - 8 am 5 pm India time Depending on project requirements. Flexibility required.
Key Success Measurement
This role will be evaluated on a quarterly basis based on the following criteria:
Customer satisfaction on hard targets, e.g., program quality, budget and delivery timing and soft targets, e.g., communication effectiveness, responsiveness, etc.
Employee Satisfaction on hard targets, e.g., number of employees hired, trained and developed including employee satisfaction and necessary drivers
Responsible for attainment of quarterly revenue and contribution margin targets for supported programs
About Your Skills
Strong understanding of B2B marketing strategies, tactics, and best practices.
Client management and interaction skills.
Analytical mindset with the ability to interpret data and provide actionable insights.
Proficiency in marketing automation platforms, CRM systems, and analytics tools.
Candidates with a neutral accent will be preferred since most of the communication will be over conference calls, etc.
Demonstrated advanced Microsoft Office skills, including but not limited, Word, Excel, PowerPoint
About your experience
Proven experience (15+ years) in a customer success or account management role, preferably within the B2B marketing industry.
3-5 years of IT channel marketing experience would be an added advantage.
Demonstrated success in marketing program delivery.
Hands-on experience in executing various marketing campaigns like - email marketing, webinar marketing, event marketing, and social media campaigns.
Hands on experience with Customer Relationship Management (CRM) and Marketing Automation (Email, Event, etc.) tools
Demonstrated ability to manage multiple programs.
Demonstrating strong decision-making, problem resolution and creative thinking skills
About your experience: CEO
Qualifications:
Graduate in any field.
MBA Marketing preferred but not mandatory