customer success manager岗位职责

Responsibilities
As the Manager, Customer Success you will be responsible for:
1.Business Development: Support the Sales team with new business development activities, assist in contract renewals the preparation of client presentations proposals. Analyze report client activities, provide internal direction while building a strong collaborative framework with the Analysts Sales teams. Participate in marketing/sales/account reporting activities, client development efforts including trials, campaigns, onsite visits, regular interaction with clients.
2.Program Management: Build a deep knowledge of IDC’s solutions client research needs, act as product champion internally fthe subscription product portfolios. Fulfilment, refinement development of group operational processes procedures, working with global representatives to shape AP products develop efficient integrated processes.
3.Customer Success: Answer enquiries from the financial, consulting, end user vendcommunity in a timely manner, ensuring they are promptly kept informed of enquiry progress. Build strong relationships with the clients, learning about their needs apply different approaches (proactive reactive) to ensure they are leveraging IDC subscriptions effectively. Collaborate with the analyst community across the regions, customer success counterparts Sales network to fulfil client inquiries needs.
Requirements:
1. Strong customer serviceientation; can speak well with customers internal stakeholders regardless of level.
2.Organized capable of multi-tasking
3. Able to process information quickly various information.
4. Good analytical reporting skills
5.High attention to detail ability to prioritize.
6. Good written verbal communication presentation skill
7.Demonstrate leadership qualities.
8.Adept with Microsoft Excel PowerPoint
9.Experience in Customer Service / CRM role in a tech related company is an advantage.
10.Proficiency in written spoken Mandarin & English

Akila（From Aden） is a provider of innovative SaaS solutions hardware installations fbusinesses across various industries. We are committed to delivering cutting-edge technology ensuring our customers achieve maximum value from our offerings. As we continue to expour services solutions globally, we are seeking a dedicated Customer Success Manager (CSM) to join our team drive customer satisfaction, reduce churn rates, facilitate the rapid deployment scaling of our systems at customer sites.
Key duties responsibilities:
1、Customer Relationship Management:
2、Develop maintain deep, long-lasting relationships with customers by mapping understanding client stakeholders their needs goals.
3、Act as the lead point of contact fcustomers, ensuring their concerns are addressed promptly.
4、Regularly engage with customers to assess their satisfaction, identify pain points, provide solutions to enhance their experience.
5、Deployment Onboarding:
6、Oversee the successful deployment of SaaS solutions hardware installations at customer sites.
7、Work closely with technical teams project manager to ensure smooth onboarding, training, configuration of systems.
8、Facilitate the customer’s onboarding process by providing guidance, documentation, training resources to maximize the adoption of the solution fthe various stakeholders.
Customer Expansion (ramp-up):
1、Identify upselling cross-selling opportunities to increase the adoption of additional features, services, solutions.
2、Collaborate with the sales team to drive revenue growth through existing customer accounts.
3、execute account expansion plans based on customer needs objectives.
4、Geographical Scaling:
5、Develop strategies with sales team fscaling systems geographically across multiple customer sites.
6、Ensure the seamless integration functionality of our solutions at each new location.
7、Monitoptimize the performance of systems across different geographic regions.
Churn Reduction:
1、Proactively monitcustomer health usage patterns to identify potential churn risks.
2、Develop implement strategies to reduce churn rates, including creating personalized retention plans.
3、Collaborate with cross-functional teams to resolve customer issues improve product/service quality.
Skills experience
1、Bachelors degree in Engineering ,Business Management, Environmental Engineering, Architecture similar related fields.
2、5+ years of experience in customer success account management in the technology industry, consulting companies, preferably working with enterprise clients.
3、Strong understanding of SaaS platforms hardware installations, inline with business models software development lifecycles.
4、Excellent communication interpersonal skills, with the ability to build strong relationships with clients internal stakeholders.
5、Aptitude fquickly grasping technical concepts effectively communicating them to non-technical stakeholders.
6、Proven ability to manage complex projects timelines, to prioritize multitask effectively.
7、Strong analytical problem-solving skills, with the ability to work collaboratively with cross-functional teams identifying addressing customer needs requirements.
8、Proficiency in analyzing customer data metrics with the customer to enable them to make informed decisions.
9、Proven project management skills to oversee a project team’s deployment scaling efforts.
10、Experience working with the built environment is a plus.
11、Ability to work independently with a high degree of self-motivation self-discipline.

Job Description:
We are seeking an experienced strategic Customer Success Manager to join our dynamic team fthe SaaS product . As a ​​Customer Success Manager​​, you will own the ​​end-to-end customer journey​​ four SaaS clients, ensuring they achieve maximum value from our solutions while driving ​​renewals, expansions, revenue growth​​. You will serve as the primary advisor, aligning product adoption with customer goals to secure long-term partnerships meet ​​performance targets​​. The ideal candidate will be customer-obsessed, analytically minded, passionate about delivering exceptional service experiences while fostering a high-performing team culture.

Key Responsibilities:
1. Team Leadership & Management:
(1) Lead, mentor, develop a team of Customer Success Specialists, providing guidance, coaching, performance feedback to ensure team goals are met exceeded.
(2) Oversee the day-to-day operations of the Customer Success team, ensuring alignment with company objectives customer expectations.
(3) Foster a collaborative inclusive team environment that encourages continuous learning professional growth.
2. Customer Lifecycle Management:
(1) Lead the internal teams to guide clients through onboarding, adoption, optimization phases, ensuring seamless integration ROI realization.
(2) Develop ​​success plans​​ with measurable milestones to track progress address risks proactively
(3) Act as the voice of the customer, translating feedback product improvements advocating fclient needs internally ensuring high levels of customer satisfaction loyalty.
(4) Collaborate closely with cross-functional teams, including Sales, Product, Support, to deliver a seamless consistent customer experience.
3. Customer Success Strategy & Execution:
(1) Monitcustomer usage engagement metrics to identify opportunities fimprovement, adoption, potential upselling cross-selling.
(2) Conduct regular customer check-ins, feedback sessions, satisfaction surveys to understcustomer needs expectations, use insights to drive continuous improvement.
(2)Lead the delivery of product training, webinars, workshops to enhance customer proficiency with Altium Develop.X portfolio, oversee the teams training efforts.
(4) Respond to escalated customer inquiries issues, providing effective solutions ensuring timely resolution.
4. Renewal & Revenue Accountability​​
(1) Own ​​renewal pipelines​​ mitigate churn risks through strategic engagement, leveraging usage data health metrics.
(2) Develop execute customer success plans that drive customer retention, expansion, advocacy.
(3) Identify ​​upsell/cross-sell opportunities​​ by aligning customer needs with additional product capabilities
a. Meet/exceed ​​renewal rate expansion targets​​, directly impacting company revenue.
b.Collaborate with Sales Support teams to ensure cohesive customer experiences timely issue resolution

Qualifications:
1. Bachelors degree in Business, Engineering, Computer Science, a related field.
2. 3-5 years of experience in customer success, account management, a related role, with at least 1 year in a leadership supervisory capacity, preferably in the SaaS software industry.
3. Deep understanding of SaaS products the customer lifecycle, with a proven track record of driving customer success retention.
4. Strong written verbal communication skills, with the ability to build maintain strong customer team relationships.
5. Excellent leadership team management skills, with the ability to motivate, coach, develop team members.
6. Analytical skills with a focus on customer-centric problem-solving data-driven decision-making.
7. Proficiency with CRM systems customer success tools, with the ability to leverage data to drive insights actions.
8. Experience with technical products the ability to understarticulate customer technical needs.
9. Ability to travel occasionally fcustomer meetings, events, team activities as required.
10. Knowledge of the electronics design automation (EDA) industry Altium Designer is advantageous.


Nice to Have:
Certification in customer success, project management methodologies, leadership development programs.
Experience with SaaS products in the industrial electrical manufacturing sector.
Advanced proficiency in data analysis tools techniques, with the ability to interpret complex reports dashboards.