About the Role:
Our Enterprise Customer Success Managers (CSMs) play a crucial role in building long-term, transformational partnerships with our strategic clients across the APAC region. In this high-touch role, you will serve as the trusted advisor to C-suite stakeholders, driving value through deep product expertise, strategic business alignment, and proactive relationship management.Key to these outcomes is your ability to develop deep, executive-level relationships with client stakeholders, understand their complex business objectives, and align our solutions to deliver measurable value that resonates with leaders and end-users. You will serve as both strategic consultant and trusted advisor, orchestrating resources across our organization to ensure client success.
Roles and Responsibilities include:
- Strategic Relationship Management: Build and nurture relationships at multiple levels within client organizations, from operational teams to senior leadership, establishing yourself as a trusted advisor.
- Multi-level Communication: Effectively communicate with diverse audiences - presenting product updates and business value to leadership while also delivering practical training and guidance to end-users.
- End-user Engagement: Develop and implement targeted training programs, user workshops, and hands-on sessions that drive adoption and proficiency among day-to-day platform users.
- Data Analytics: Analyze and present comprehensive adoption metrics to stakeholders, translating data into actionable insights for different audience levels.
- Change Management Consult: Partner with client stakeholders to develop effective change management strategies that drive user adoption and maximize value realization across their organization.
- Technical Guidance: Provide hands-on advisement and best practice advisement to help users optimize their daily workflows and address practical challenges.
- Cross-functional Orchestration: Coordinate internal resources across Product, Support, Professional Services, and Sales teams to deliver comprehensive solutions and address client needs.
- Expansion Planning: Partner with Sales to identify strategic expansion opportunities within your client base.
- Regional Market Expertise: Leverage your understanding of APAC business practices, cultural nuances, and regional requirements to deliver localized value to clients.
- Client Advocacy: facilitate direct feedback loops between strategic clients and internal product teams, ensuring feedback influences product development and service delivery. Orchestrate seamless escalation management when needed, ensuring executive-level visibility and swift resolution of complex issues.
Other Activities:
- Proactively identify optimization opportunities and provide strategic recommendations based on industry best practices and client-specific insights.
- Develop deep understanding of each client's unique business challenges and organizational structure to tailor solutions accordingly.
- Identify regional success stories and reference programs that highlight strategic value realization.
- Contribute to the evolution of our enterprise customer success methodology and best practices.
The successful candidate will demonstrate:
- Executive Presence: Exceptional ability to engage confidently with senior leaders, understanding their priorities and communicating effectively at this level.
- Strategic Thinking: Demonstrated capacity to connect technology solutions to business outcomes and develop long-term partnership strategies.
- Technical Proficiency and Hands-on Support: Strong ability to develop deep technical product knowledge, perform tactical system configurations, and provide on-the-spot troubleshooting for end-users when needed, demonstrating both strategic vision and practical execution capabilities.
- Relationship Mastery: Proven track record of building and maintaining deep, trust-based relationships with senior stakeholders and end-users.
- Consultative Approach: Ability to ask insightful questions, identify underlying needs, and craft tailored solutions that address complex business challenges.
- Data Storytelling: Skill in translating complex usage and adoption data into compelling business narratives that resonate with clients.
- Change Management Expertise: Experience driving technology adoption across large organizations with diverse stakeholders and competing priorities.
- Proactive Problem-Solving: Ability to anticipate challenges and develop preventative strategies before issues impact client satisfaction.
- Cross-cultural Communication: Excellence in adapting communication styles and approaches to effectively engage with diverse cultural backgrounds across the APAC region.
- CRE Technology Expertise (nice to have): Deep understanding of commercial real estate (CRE) technology landscape and SaaS best practices.
