Customer Success Manager - APAC

April 13

Novata

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An ESG platform built to empower private companies and investors to collect, analyze, benchmark & report relevant data.

ESG Reporting • Data Reporting • Data Analysis • Private Markets • Private Equity

51 - 200

Description

• Help craft our support strategy & engagement for long-term retention of our customers in APAC. • Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, satisfaction and renewal and beyond. • Communicate effectively internally to better understand customer needs, maximize retention and growth, and share learnings • Keep systems and people (Hubspot & PlanHat) updated with all client interactions to help inform data-driven decisions • Be thoughtful about pipeline management around renewal and expansion revenue. • Be creative in solving problems or answering questions that our customers have. • Be proactive to ensure best practices are developed for future clients and internal teams. • Collaborate with the product, marketing, & methodology teams to ensure client perspectives are included and prioritized appropriate • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both • Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals • Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings • Work with sales and marketing teams to boost customer referrals and develop case studies

Requirements

• Three to five years of experience in communications, marketing, sales, account management, or customer success • Strong skills in verbal and written communications, strategic planning, and project management • Analytical and process-oriented mindset • Ability to work effectively across multiple departments in a deadline-driven environment • Active team player, self-starter, and multitasker who can quickly adjust priorities • Ability to work async and learn from a global team • You believe that business can have a positive impact on the world • And that there is significant room for improvement in how businesses operate. • You are a skilled communicator and translator • You are your client’s biggest advocate. • You want to create impact. • You believe in yourself. • You are interested in growing your career. We need leaders. • You are nimble and curious. • You have experience: • Supporting Customers in the Private Equity or ESG space • Creating value for your customers • Building relationships • Being creative and solving problems for your customers • Renewing and expanding relationships with customers

Benefits

• Competitive salary reviewed annually to account for market shifts • Equity in the company (stock options) • Comprehensive health benefits packages (medical, dental, vision, and pension) • Robust leave policies (PTO, parental leave, VTO) • Flexible work environment with full support for remote work • Opportunities for personal and professional development • An experienced, mature, and extremely enthusiastic team that thrives on collaboration