Senior Customer Success Manager - APAC

Multiplier Technologies Private Limited•Delhi, ON

About The Position

As a Senior Customer Success Manager - APAC, you will play a vital role in building strong, outcome-based relationships with our named accounts in APAC region. This will enable them to expand their international footprint and grow revenues from those accounts moving forward. You will be responsible for understanding their unique business needs and designing solutions to meet those needs through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier. Reporting to the APAC Manager, you will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth, while also contributing to the development of our product roadmap. Process, creativity, curiosity, and tenacity will be critical to our success in this role. You will be responsible for building trusted relationships with our named accounts, ensuring they achieve their objectives, and driving customer satisfaction and growth.

Requirements

4-10 years of customer-facing experience in B2B SaaS or HR to understand the complexities of our industry and develop the necessary skills to drive customer success.
2-3 years in a Customer success/Account Management role to have a deep understanding of customer needs and develop effective strategies to meet those needs.
2 of the last 3 years overachieving goals and targets, demonstrating a proven track record of success in driving customer satisfaction and growth.
A people-first and growth mindset to prioritize customer needs and continuously develop your skills and knowledge to drive success.
An affinity to work (thrive!) as an employee within a fast-growth business, and an incredibly explosive sector, with the ability to adapt quickly to change.
The ability to work independently, problem-solve proactively, and collaborate effectively with cross-functional stakeholders to drive customer success.
Comprehension of value-based sales to develop effective strategies to drive customer satisfaction and growth.
Discipline in Account Planning, Forecasting, and Quota Attainment to prioritize customer needs and drive business results.
Experience in building and nurturing customer relationships, ensuring to meet customer and business goals.
Excellent communication and writing skills to explain complex topics in easy and concise language.
Organized, detail-oriented, with the ability to prioritize and perform well under pressure.
Positive attitude, self-motivated, and resilient, adapting easily to change in our high-growth start-up environment.

Nice To Haves

Previous experience in customer success/service, a background at a HR SaaS company, or experience in working remotely.

Responsibilities

Building trusted relationships with our named accounts through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier.
Working closely with internal teams, including Sales, Product, Operations, and Engineering, to deliver the best customer experience and drive growth and retention.
Identifying growth opportunities within your portfolio and developing strategies to capitalize on those opportunities.
Being the voice of our customers to our Product team, synthesizing feedback received and offering informed opinions and solutions, to help shape our product roadmap.
Understanding the needs of our customers across industries and tiers, and designing solutions to meet those unique business needs.
Driving customer satisfaction and growth, while also contributing to the development of our product roadmap.
Working closely with peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth.
Being customer-obsessed, always putting our customers first and being there for them every step of the way.
Communicating effectively with cross-functional stakeholders and contributing to the development of our product roadmap.
Being organized, detail-oriented, with the ability to prioritize and perform well under pressure.
Staying on top of a larger book of customers and driving customer satisfaction and growth.
Being positive, self-motivated, and resilient, adapting easily to change in our high-growth start-up environment.