Department: Global Customer Success
Type: Full- time
ABOUT THIS ROLE
Your role will involve developing expertise in understanding the unique needs and preferences of various market segments, allowing you to effectively tailor strategies and solutions to meet diverse customer demands, disseminating your insights across various departments such as Sales, Marketing, Product, and the broader Customer Success team.
You will report to the Customer Success Lead for the region.
You possess a deep- seated commitment to partnering with customers, going beyond mere retention efforts to ensure their sustained satisfaction. Your comprehension extends to the intricacies of catering to large and medium- sized enterprises, adeptly managing diverse stakeholder layers within complex organizational frameworks, and aligning with their business goals. Additionally, you exhibit adaptability and ingenuity in implementing both personalized and broad- reaching strategies (e.g., webinars, and lifecycle email campaigns) to drive engagement and cater to customer needs. With a penchant for data- driven solutions, you naturally gravitate towards establishing scalable and streamlined processes.
YOUR RESPONSIBILITIES
Craft personalized success plans for each client aimed at fostering ELSA product adoption, expansion, and loyalty within the portfolio.
Take proactive ownership and oversee the success of a designated portfolio of ELSA customers, primarily but not exclusively situated in SE Asia.
Take charge of developing internal and customer- facing processes, initiatives, and materials to enhance the effectiveness and efficiency of the Customer Success department.
Engage with internal stakeholders, including renewals managers for retention, sales for upselling, and marketing for customer events, to drive collaborative success.
Collaborate closely with the Sales team to devise tailored account strategies for individual customers, aimed at achieving retention and upselling objectives.
Forge and sustain trusted advisor relationships at the executive level, providing consultancy on clients’ internal learning and development strategies.
Lead the onboarding and implementation process for new clients, establishing expertise in ELSA products.
WHAT YOU WILL HAVE
Possess over three years of experience in B2B customer success, account management, consulting, or sales, with a preference for SaaS exposure.
Be capable of cultivating and maintaining trustworthy relationships with key decision- makers.
Demonstrate a strong inclination towards continuous learning and possess a curious, lifelong learning mindset.
Exhibit exceptional verbal and written communication abilities.
Demonstrate adeptness in project management and time management.
Display a passion for teamwork and a dedication to contributing to the development of a top- tier, enterprise- level global customer experience.
Proficiency in English (C2 level), or local language if in another market being an optional additional asset.
Understand how to team with Sales to drive retention and upsells
Have prior experience collaborating with intricate organizational structures.
We acknowledge that not everyone may fulfill all the listed criteria. Nevertheless, we recognize the value that diverse backgrounds and experiences can bring to our organization. If you believe your unique background could contribute positively to our company, we encourage you to apply, as we welcome applicants from all backgrounds.
BENEFITS:
Monthly/quarterly/Annual awards to celebrate your achievements
Phone allowances
Working time: Mon- Fri (9am – 6pm), flexible working hour, hybrid working
Free ELSA Premium courses to polish your language skills
Sponsorship for online or external courses – learn and grow on us!
Full social insurance
Annual company trips and monthly happy hours – work hard, play hard!
12 days Annual leave, 1 Birthday leave, 1 Christmas leave
Premium health insurance and annual health check- up to keep you in top shape
Package salary: base salary + incentive + allowances
