Regional Customer Success Manager (Apac)
Current• Manage Relationship with Customers (Regional-APAC) with a focus on the Onboarding-Adoption phase: Software Implementation, Customer Meetings, Training sessions, constant Customer Support and Engagement Measurement.• Large Accounts Management: QBRs, periodic check-ins, up-sells, cross-sells; interact with stakeholders, anticipate their needs and build a long-lasting relationship based on trust.• Understand technical aspects of the software; troubleshooting, setup.• Monitor KPIs and work strategies to increase NPS and Customer Satisfaction.• Engage with customers, set expectations, manage communication between customer and company and escalate issues efficiently.• Work cross-functionally alongside Product, Sales, Marketing, Partnerships teams.• Project Management: analyze customer activity, create reports and decks to share with the customer/internally, in order to understand trends, issues, outcomes and next steps.• Customer Support: write Help Center Articles and create video trainings
