客户成功主管，APAC - 工业
Director of Customer Success, APAC - Industrial
客户成功总监负责领导和管理一支由客户成功经理和分析工程师组成的团队，他们负责确保我们的客户在使用 Seeq 产品方面取得成功。客户成功主任将与所有收入部门，营销和产品团队密切合作，开发并执行满足客户创建价值，治理，升级和发布规划需求的客户成功策略。该职位是亚太地区的客户成就团队的责任.Seq 目前处于快速增长的扩展模式中。理想的候选人将有构建团队的经验。优秀的候选人将拥有在制造环境中销售和实施的先进分析平台工作经验。参与的客户人物是制造业领导者 (COO,CMO),IT/OT 领导者 (CDO,CIO,CTO) 和制造性 SME （工艺工程师，生产经理，数字转型领导）.候选人应位于马来西亚或新加坡#### #基本职责：- 制定和执行与 Seeq 的目标和客户目标一致的客户成功战略。- 与关键的 Seeq 客户建立和保持牢固关系，作为他们的可靠顾问和战略合作伙伴。- 以主要 KPI 为基础管理业务：总保留 (GRR),NRR 和扩张目标。- 领导并管理一个由客户成功经理和分析工程师组成的团队，提供指导，支持和促进协作团队文化。- 招募和培养新的客户团队成员。- 分析绩效数据，确定趋势，并做出基于数据的建议来优化和改善竞选活动。- 通过演讲和商业评价，有效地向内部团队和外部客户传达复杂的想法，战略和数据。- 保持对行业趋势，新兴技术以及绩效营销最佳实践的了解，以发挥思想领导作用并为客户提供指导。- 解决冲突，挑战和客户升级问题有效而高效。
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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!