Senior Customer Success Manager - APAC

About Job

As a Senior Customer Success Manager - APAC, you will play a vital role in building strong, outcome-based relationships with our named accounts in APAC region. This will enable them to expand their international footprint and grow revenues from those accounts moving forward. You will be responsible for understanding their unique business needs and designing solutions to meet those needs through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier.

Reporting to the APAC Manager, you will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth, while also contributing to the development of our product roadmap. Process, creativity, curiosity, and tenacity will be critical to our success in this role. You will be responsible for building trusted relationships with our named accounts, ensuring they achieve their objectives, and driving customer satisfaction and growth.

Skills & Qualification

• 4-10 years of customer-facing experience in B2B SaaS or HR to understand the complexities of our industry and develop the necessary skills to drive customer success. This experience will enable you to develop effective strategies to meet customer needs and drive customer satisfaction and growth.

• 2-3 years in a Customer success/Account Management role to have a deep understanding of customer needs and develop effective strategies to meet those needs. This will also enable you to identify opportunities to upsell and cross-sell, drive business results, and contribute to the development of our product roadmap.

• 2 of the last 3 years overachieving goals and targets, demonstrating a proven track record of success in driving customer satisfaction and growth. This will enable you to contribute to the development of our product roadmap and drive customer satisfaction and growth.

• A people-first and growth mindset to prioritize customer needs and continuously develop your skills and knowledge to drive success. This will enable you to build trusted relationships with our named accounts and drive customer satisfaction and growth.

• An affinity to work (thrive!) as an employee within a fast-growth business, and an incredibly explosive sector, with the ability to adapt quickly to change. This will enable you to stay on top of a larger book of customers and drive customer satisfaction and growth.

• The ability to work independently, problem-solve proactively, and collaborate effectively with cross-functional stakeholders to drive customer success. This will enable you to contribute to the development of our product roadmap and drive customer satisfaction and growth.

• Comprehension of value-based sales to develop effective strategies to drive customer satisfaction and growth. This will enable you to identify opportunities to upsell and cross-sell, drive business results, and contribute to the development of our product roadmap.

• Discipline in Account Planning, Forecasting, and Quota Attainment to prioritize customer needs and drive business results. This will enable you to stay on top of a larger book of customers and drive customer satisfaction and growth.

• Experience in building and nurturing customer relationships, ensuring to meet customer and business goals. This will enable you to build trusted relationships with our named accounts and drive customer satisfaction and growth.

• Excellent communication and writing skills to explain complex topics in easy and concise language. This will enable you to communicate effectively with cross-functional stakeholders and contribute to the development of our product roadmap.

• Organized, detail-oriented, with the ability to prioritize and perform well under pressure. This will enable you to stay on top of a larger book of customers and drive customer satisfaction and growth.

• Positive attitude, self-motivated, and resilient, adapting easily to change in our high-growth start-up environment. This will enable you to stay on top of a larger book of customers and drive customer satisfaction and growth.

• Previous experience in customer success/service, a background at a HR SaaS company, or experience in working remotely. This will enable you to contribute to the development of our product roadmap and drive customer satisfaction and growth.

Responsibilities

• You will be responsible for building trusted relationships with our named accounts through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier. You will work closely with internal teams, including Sales, Product, Operations, and Engineering, to deliver the best customer experience and drive growth and retention.

• You will partner closely with internal teams to deliver the best customer experience and drive growth and retention. You will also be responsible for identifying growth opportunities within your portfolio and developing strategies to capitalize on those opportunities.

• You will be the voice of our customers to our Product team, synthesizing feedback received and offering informed opinions and solutions, to help shape our product roadmap. You will also be responsible for understanding the needs of our customers across industries and tiers, and designing solutions to meet those unique business needs.

• You will be responsible for driving customer satisfaction and growth, while also contributing to the development of our product roadmap. You will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth.

• You will be successful if you are customer-obsessed, always putting our customers first and being there for them every step of the way. You will also be responsible for communicating effectively with cross-functional stakeholders and contributing to the development of our product roadmap.

• You will be organized, detail-oriented, with the ability to prioritize and perform well under pressure. You will also be responsible for staying on top of a larger book of customers and driving customer satisfaction and growth.

• You will be positive, self-motivated, and resilient, adapting easily to change in our high-growth start-up environment. You will also be responsible for staying on top of a larger book of customers and driving customer satisfaction and growth.

• Previous experience in customer success/service, a background at a HR SaaS company, or experience in working remotely will be an asset. You will be responsible for contributing to the development of our product roadmap and driving customer satisfaction and growth.