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Client Success Snr Manager

Client Success Snr Manager
Company:

(Confidential)


Details of the offer

Client Success Snr Manager-21000HMF

Applicants are required to read, write, and speak the following languages : English

Preferred Qualifications

Senior Manager, Customer Success - Digital HUB

As the Customer Success Digital HUB Manager, you are responsible for leading, mentoring and growing a team of remote Customer Success Managers (CSMs) based in Kuala Lumpur dedicated to the volume business market in the APAC region.

Reporting to the JAPAC Director Customer Success Digital, the Customer Success Digital HUB Manager is accountable for the Adoption, Retention, Advocacy and Expansion of customers between $75k - $300k ARR within your assigned account territory (based on product pillar or regional location). In this role, you will be working very closely with the Sales Leadership team on campaigns in order to maximize growth of customers in their digital transformation.

The CSM operates at a SINGLE pillar level and acts as an enabler and trusted advisor to customers through remote services and the usage of a knowledge portal (SuccessHub Portal). Your team will work collaboratively with the Customer Success Field organization and you will be required to align closely with the Regional Leaders to agree on a customer list and priorities.

Essential Duties & Responsibilities

Hire, train and develop a team of + 10 remote Customer Success Managers to drive Adoption, Retention, Advocacy and Expansion for your customer territory.
Foster Managers that coach and develop teams towards customer value and operational excellence.
Establish and measure team goals and performance against specific target objectives.
Participate in strategic and tactical planning about customer coverage and renewals.
Drive remote activities of CSMs across Japan and APAC for all the SaaS products.
Improve internal processes and systems to achieve operational performance that exceeds goals for remote services.
Develop and maintain a continuous close relationship with Sales and Field Customer Success Leaders.
Demonstrate influencing and negotiation skills at a Senior/ Executive Management level and the ability to lead, collaborate and communicate across various Lines of Business and at all levels within Oracle, Customers and Partners.
Is responsible for the forecast, references and customer satisfaction on the volume business market.
Is a leader with high levels of energy, sales acumen and customer focus.
Contributes to the Strategic direction of the remote team focus and execution.
Oversee and guide the career paths of his/her organizations, including annual performance review and development of talents.

Essential Background

5+ years in Leadership positions and management of remote teams.
5+ years in Sales Management or revenue target roles.
Proven track record of hiring, training and development teams with sales targets.
Proven experience of building and maintaining strong with a diverse set of internal and external stakeholders including Sales Executives, legal, Development, Finance, Support and Marketing.
Experience in customer facing roles involving cloud based/SaaS technology.
Proven track record in addressing a large group of customers via programmatic execution.

Desirable background

Bachelor’s degree or equivalent experience in computer science, business, or related field (Masters preferred).
Experience in setting IT Strategy and leading business organizations through change driving user adoption.
Essential Skills and Abilities
Excellent Leadership skills.
Confident and engaging presentation skills, personable, positive, approachable & tenacious.
Commercial acumen.
Strategic thinking beyond boundaries.
Resilient, managing pressured situations effectively.
Written and verbally communicate a complex message in a simplistic way.
Live and breathe the desire and commitment to making our customers successful.
Mirroring & ability to engage and be engaging at all levels.
Demonstrate passion and ability to influence, facilitate and juggle a number of competing issues at any one time.
Fluency in spoken and written English and other languages - Thai, Vietnamese, Tagalog and Indonesian business level skills are highly desirable.

Detailed Description and Job Requirements

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Drives client issue resolution by bringing the appropriate resources in to assist or escalating to VP.

Manages and controls activities in multi-functional areas. Ensures appropriate operational planning is effectively executed to meet business needs. Prefer 10 years of professional experience with at least 2 years People Manager experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Experience managing high level client relationships and escalations. Industry experience is desired.

Job : Sales

Location : MY-MY,Malaysia-Kuala Lumpur

Job Type : Regular Employee Hire

Organization : Oracle


Source: Whatjobs

Job Function:

Requirements

Client Success Snr Manager
Company:

(Confidential)


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