Job Title: Client Success Manager, APAC
Business Unit: Centric Market Intelligence
Location: South Korea

Client Success

• Act as a strategic partner to our clients, owning key relationships with main contacts and teams of assigned clients
• Responsible for ownership of 6-10 clients across Enterprise accounts and SMBs, including retention, cross sells, and upsells in the APAC
• Lead account management and onboarding of new clients, ensuring best practices are met and the roll out will achieve client’s goals and facilitating training and product adoption
• Deeply understand client priorities and KPIs and create a strategic and tactical plans to achieve best practice KPI’s, milestones, etc
• Responsible for customer retention and upsells to existing customer base, meeting team target for the year
• Guardian of customer health, satisfaction, and product adoption, reporting on key metrics to the Director of BI & CS and conducting regular business reviews with the client
• Conduct trainings for new users and act as subject matter expert for our technology
• Expand relationships with existing clients and identify incremental revenue opportunities through additional use cases
• Utilize data (via Internal Analytics tools & Mixpanel) to identify areas of opportunity across your client accounts, including but not limited to: low usage teams/departments, high usage users, advocates, areas for improved usage and development. Present findings and recommendations regularly to the Director of BI & CS and the entire CS team. Take action based on product usage data to drive engagement across the platform and account
• Cross-functional Team Collaboration - Liaise with internal CMI teams (product, development, technical, business development, marketing) on cross-functional projects and issues to enhance customer experience
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development team
• Conduct QBRs (Quarterly Business Reviews) with assigned clients, measuring partner performance against pre-established business metrics. In addition, discuss product usage, client feedback and requests, product roadmap initiatives, opportunities for expansion, and additional support and training needed
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction

Business Intelligence & Process Improvement

• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Lead project management of CS-related software research and implementation projects
• Create training documentation for new system enhancements and conduct user training sessions/demos to support knowledge transfer and user adoption of system updates
• Proactively propose creative ideas to automate and scale business processes

Requirements

• Bachelor’s Degree in Business, Marketing, Fashion Merchandising, or related field
• 5 years + experience in a CSM position in a B2B Saas company or relevant role at a fashion or retail organization
• Fluent in English
• Experience in clienteling, developing/executing initiatives/adopting internal Clienteling Applications and systems
• Experience presenting in large groups and developing presentation materials
• Experience working with client data, understanding KPIs and running reports
• Knowledge of current best practices in the industry
• Experience is retail & fashion a plus
• Experience with Salesforce, Hubspot, Jira, Mixpanel, Intercom, a plus

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.