Regional Customer Success Manager

Role Overview

As the Regional Customer Success Manager, you will be responsible for training, coaching, and managing a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment.

In this role, you will work closely with Customer Experience Team and Advance.AI’s leadership team to manage a pipeline of High & Medium Touch customers, nurture a team of world-class Customer Success Managers, execute and improve customer retention playbooks.

As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience to drive sustainable, long-term customer happiness.

What You’ll be Doing:

• Work closely with the Commercial Team for the regional Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and upselling of products.
• Drive customer outcomes, product adoption and customer experience
• Alignment to the Customer Success Framework and Cadence
• Define and optimize customer lifecycle by guiding and coaching customers with proactive customer success processes.
• Meet with regional customers onsite to discover and understand their needs to help them and drive business value through Quarterly Business Reviews (QBR)
• Influence future lifetime value through product adoption, customer satisfaction and expansion in upselling and cross selling and renewals
• Reduce churn and drive new business growth through developing and maintain strategic business relationships with customers
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Lead a team of Regional Customer Success Managers
• Improve and streamline existing processes within the Customer Success and wider Customer Experience team
• Display an ability to build confidence and trust in your direct reports – coaching and empowering to lead customers’ conversation.
• Maintain a high level of team engagement and motivation.
• Work closely with other functional team from Commercial, Product and Engineering Team
• Identify common customer challenges to suggest better solutions.
• Partner closely with other cross-functional team members to translate business needs and product requirements and feedbacks into new solutions for customers.
• Help drive customer references and case studies.
• Track customer analytics to understand user behavior and identify potential product features proactively

What you should Have:

• Relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
• Working Experience within the Fintech/Banking/Finance/AI Space
• Demonstrated progressive management experience leading teams in a software company.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. Strong interpersonal skills and experience building strong relationships.
• Experience successfully working with senior (C-level) executives
• Proven track record of highly-professional customer service in a fast paced, dynamic environment.
• Experience working with data to extract insights about customer’s API consumption and how this translates to business.
• Willing and able to address escalated client issues with speed and urgency
• Fluent in both spoken and written English and Bahasa Indonesia