Regional Customer Success Manager
- We foster an INNOVATION mindset
- We achieve results with EFFICIENCY and excellence
- We take pride in the QUALITY of our work
- We uphold INTEGRITY in all we do
- We embrace COLLABORATION to work across business lines and borders
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
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