Associate Director of Customer Success, SEAAssociate Director of Customer Success, SEAAbout AppierAppier is a Global Martech/Adtech company, listed in Tokyo Stock Exchange in 2021. Appier provides a full suite of digital marketing solutions. We have 17 global offices located across the U.S., Europe, and Asia, Appier works with 1,000+ renowned brands across 12 markets.About the roleWe are seeking anAssociate Director of Customer Success,who will manage the customer success function of key accounts within Appier's enterprise solutions business unit in theS.E.Aregion. This role is based inKuala Lumpur, Malaysia.The primary goal of the customer success team is to facilitate clients on boarding, generate solutions from both business and technical perspectives, successfully implement them at the customer site and increase clients adaption rate.Responsibilities of the roleManage a book of business comprised of the largest client accounts within the Enterprise businessGrow customer satisfaction, customer retention and renewals, and driving upsells and cross sells opportunitiesFoster relationships by driving customer lifetime value by defining the customer journeyDeploying programs to help drive business value with customers, customer goal achievement, new features, and new use:cases; collaborating across teams to identify and pursue customer growth opportunitiesAbility to be hands:on in product usage in partnership with the customer where needed and/or leveraging internal resources to coordinate on effective execution on clients' business goalsCollaborate with leaders in the sales, product andtech team to make sure mutual objectives are met in support of client satisfactionServe as lead spokesperson and agent for Customer Success in the regionAbout youAt least 6 years of Customer Success or Account Management experience at a SaaS company or digital marketing agency or online advertising settingExperience in marketing technology, e.g. omni:channel marketing automation, CDP or DMP, marketing attribution platforms, web analytics etc. will be criticalProven experience in enterprise/strategic client management is a must.Strategic thinker with deep analytical skills; ability to develop frameworks, gather data and leverage on tools to help structure the team's operations, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems and to drive performance of the teamExcellent English written and verbal communication ; ability to communicate in Chinese and Cantonese dialect is highly advantageous.An ability to speak to technical customers in their language is deeply advantageous; effective and productive collaborator to drive cross:functional initiatives; excellent communicator with strong presentation skillsWorking experience managing client relationships across APAC would be deeply advantageousFast:learner, ability to strive in a fast:paced environmentStrong organizational and people management skillsWhy join us?We believe in building a great working environment where passionate individuals can give their best, and to get to work with a talented team. We provide rewarding compensation and fast track career progression for employees.
