Apply: Senior Customer Success Manager, APAC

• Leading Cyber Security Vendor
• Outstanding Career Growth Opportunities
• Attractive Remuneration Package

 
Our client is a leading provider of cyber security solutions with footprints across Asia. They strive to be service-oriented and helping organizations transform their business with innovative technology and solutions.
 
Partners are key to our client’s growth. They are looking to innovate and scale their partner model for customer success, creating the infrastructure to ensure that partners manage a sustainable Book of Business that drives recurring revenue, improving customer retention and growth.

This role will build on the Customer Lifecycle framework that will enable Partners to deliver key stages and outcomes of the lifecycle, with the assessment of how the Partners are planning to run a successful organization and the reporting capability to assess how well those responsibilities are being discharged by the Partner.

The ideal candidate has a passion for mentoring and developing capability in growing a Partner network and helping them articulate the business value our client is providing. This candidate is an expert-level CSM and has a solid understanding of how to run a book of business within a SaaS environment. Mentoring and coaching should also be a big area of interest for you, with the capability to deliver timely and effective feedback to partners.

Successful execution of the role will be measured by a reduction in Customer Churn and Contraction, an increase in the accuracy of retention forecasts, and the expansion of the Partner Business. Initially, the targets will focus on the launch of the program and the % of Partners enabled/verified to be able to run successful activities.
 
The ideal candidate is an exceptional relationship manager with experience managing partnerships and a proven track record of delivering outcomes.
 
Responsibilities:

Delivery of the Partner Lifecycle Framework, Enablement, Quality Assurance, and Coaching of partners

• Become a trusted advisor by developing a deep understanding of the partners’ managed services business, services portfolio, key stakeholders, and customer base
• Proactively engage partners’ leadership / key stakeholders in strategic review sessions to accelerate onboarding, maximize consumption, optimize adoption, and ensure partners are equipped to be successful
• Maintain alignment with members of other departments and teams within the Global Partner Organization to deliver seamless partner enablement.
• Coordinate and lead Executive Business Reviews, including strategy and roadmap reviews with the partner leadership/key stakeholders and product teams
• Support, enablement, etc KPIs
  • Create and maintain partner success playbooks and get-well plans
• Enable partners to deliver success to their customers by applying our client’s known playbooks, methodologies, and best practices
• Serve as a key point of contact during Partner escalations, providing insights on the causes of the escalations and subsequent remediation planning and plans delivered to the Partner
• Work with Support and Sales to get partners the correct assistance for the issues they present.
• Be the Voice of the Partner, advocating for them across different organizations internally.
• Ability to pull in the right Channel resources to optimize the Partner's experience.
• Share partner/customer feedback with Product and Engineering teams to help enhance our client portfolio and roadmap
• Track the training of each partner and ensure they are certified in the products they are representing
• Monitor partners’ customer base health, consumption, and adoption to identify predictive indicators of risk/churn and take mitigating actions
• Monitor account usage, analyzing patterns to determine whether partners’ behavior indicates a successful deployment and utilization of our client’s products.
• Work alongside Channel Sales to understand the incoming revenue.

 
Required Skills / Experience:

• 8+ years of customer success management and leadership working with strategic Partners and customers – SaaS experience preferred.
• Experience in driving and building relationships with strategic partners
• Proven track record of managing a fast-growing, multimillion-dollar book of business in a SaaS environment.
• Experience with process definition and the creation of standards, along with the required reports and dashboards to supervise compliance.
• Passionate about working to grow our partner network
• Ability to analyze data to identify trends and to suggest improvements to process.
• Proven track record in mentoring, coaching, and strengthening team members
• Excellent communication, interpersonal skills, and writing skills
• Strong customer advocacy balanced with a passion for driving revenue and growth.
• Experience with enterprise applications, security, systems, identity, and policy management solutions, preferred especially in the IAM and SIEM space.
• Proven customer management skills with large and complex accounts
• Creative, resourceful, detail-oriented, and highly organized.
• An analytical and metrics-driven work style.
• Excellent communication and presentation skills, ability to build relationships
• Self-starter who thrives under ambiguity in a fast-paced, highly technical environment.
• Bachelor’s degree – Business/Computer Science or related degrees preferred.

Reg No. R1331018
BeathChapman Pte Ltd
Licence no. 16S8112