客户成功主管（亚太区）- 工业领域
Director of Customer Success (APAC) - Industrial
负责领导和管理由客户成功经理和分析工程师组成的团队，确保我们的客户能够成功使用Seeq产品。客户成功总监将与所有收入部门、市场部和产品团队紧密合作，制定并执行满足客户需求的客户成功策略，包括价值创造、治理、升级处理和发布计划。该职位负责亚太地区客户成功团队。
Seeq目前正处于快速扩张阶段，理想候选人应具备构建团队和客户成功模式的经验。Seeq向石油和天然气、化工、制药、电力及其他流程制造行业销售工业智能平台。理想候选人应具有在制造环境中销售和实施高级分析平台的经验。涉及的客户角色包括制造领导者（首席运营官、首席营销官）、IT/OT领导者（首席数据官、首席信息官、首席技术官）以及制造专家（工艺工程师、生产经理、数字化转型领导者）。
候选人应位于马来西亚或新加坡
#### 核心职责和任务
核心职责包括但不限于以下内容：
- 制定并执行与Seeq目标和客户目标一致的客户成功策略。
- 与关键Seeq客户建立并维护牢固的关系，作为他们的可信顾问和战略合作伙伴。
- 管理关键KPI：毛保留率（GRR）、净保留率（NRR）和扩展目标
- 领导和管理客户成功经理和分析工程师团队，提供指导、支持，并培养协作的团队文化。
- 招募和发展新团队成员
- 分析客户绩效数据，识别趋势，并为活动优化和改进提出数据驱动的建议。
- 持续评估和优化客户成功流程，以提高效率和效果。
- 通过演示和业务评审，向内部团队和外部客户有效传达复杂的想法、策略和数据。
- 关注行业趋势、新兴技术和性能营销的最佳实践，作为思想领袖为客户提供建议和指导。
- 有效且高效地解决冲突、挑战和客户升级问题
查看英文原文
The Director of Customer Success is responsible for leading and managing a team of Customer Success Managers and Analytics Engineers who are responsible for ensuring that our customers are successful in using Seeq products. The Director of Customer Success will work closely with all Revenue departments, Marketing, and Product teams to develop and execute customer success strategies that meet the needs of our customers around value creation, governance, escalations, and release planning. This position is responsible to Customer Success teams in the APAC region.
Seeq is currently in a scale up mode with rapid growth. The ideal candidate will have experience building teams
and customer success motions. Seeq sells an industrial intelligence platform into O&G, Chemicals, Pharma, Power
and other process manufacturing industries. The ideal candidate will have experience working with advanced
analytics platforms that are sold and implemented in manufacturing environments. The customer personas
involved are manufacturing leaders (COO, CMO), IT/OT Leaders (CDO, CIO, CTO), and manufacturing SME’s
(process engineers, production managers, digital transformation leaders).
Candidate should be located in Malaysia or Singapore
#### Essential Duties and Responsibilities
The essential functions include, but are not limited to, the following:
- Develop and execute customer success strategies that align with the Seeq’s goals and customer objectives.
- Build and maintain strong relationships with key Seeq customers, serving as their trusted advisor and strategic partner.
- Manage the business to key KPI: Gross Retention (GRR), NRR, and Expansions Targets
- Lead and manage a team of customer success managers and analytics engineers, providing guidance, support, and fostering a collaborative team culture.
- Recruit and develop new team members
- Analyze customer performance data, identify trends, and make data-driven recommendations for campaign optimization and improvement.
- Continuously evaluate and optimize customer success processes to enhance efficiency and effectiveness.
- Communicate complex ideas, strategies, and data effectively to internal teams and external customers through presentations and business reviews.
- Stay informed about industry trends, emerging technologies, and best practices in performance marketing to act as a thought leader and provide guidance to customers.
- Resolve conflicts, challenges, and customer escalations effectively and efficiently, demonstrating strong problem-solving skills and diplomacy.
- Foster collaboration and cross-functional alignment with other teams such as sales, marketing, Analytical Engineering, and operations to ensure a seamless and exceptional customer experience.
- 7-10 years of people management experience
- Minimum of 10 years experience working in Enterprise Software
- Understanding of Enterprise SaaS business motions and customer lifecycle
- Proven customer management skills with enterprise customers.
- Experience in process manufacturing industries: O&G, Chemicals, Pharma, Power, MMM
- Able to work in fast paced scale up environment
- Ability to develop working relationships at all levels of management, both inside and outside Seeq
· Bachelor’s degree, MBA or equivalent experience preferred.
Benefits:
- Unlimited PTO
- Internet and mobile phone reimbursements
- Vacation bonus program
- Generous home office allowance
- The best co-workers (we've analyzed the data, so we know it's true.)
- Pet-friendly workspace (your dog will be so happy to have you home)
- You love your job!