Application Period: Q1 2019

Customer Success Manager

Responsibilities

  • Operate as the lead point of contact for any and all matters specific to customer account management and deliver on identified success metrics.
  • The customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into on-boarding and retention strategies They will be involved in all aspects of support, account management, demonstrating the product, educating customers and more.
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Identify opportunities for customers to act as CredoLab advocates (e.g. testimonials, case studies)
  • Collaborate closely with Sales to support pilot customers, and expansion opportunities
  • Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment

Requirements

  • Proven work experience as an account manager, customer success manager key account manager, or other relevant experience
  • Business Savvy puts customer first, handle friction, drive deeper revenue maximisation forCredoLab while ensuring customer ROI and incremental value creation.
  • Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Understanding of banking and financial domain & having handled customers in this domain would be an added advantage.
  • Experience in delivering client-focused solutions based on customer needs
  • Proven ability to manage multiple account management projects at a time while paying strict attention to detail
  • Excellent listening, negotiation and presentation skills
  • Vietnamese language (verbal and written) skills would be an added strategic advantage
  • BA/BS degree in BusinessAdministration, Sales or relevant field preferred