Customer Success

Customer Success, Team Lead - JAPAC

Emplifi is the leading unified CX platform that brings marketing, commerce and care together to help businesses close the customer experience gap. More than 7,000 brands, including Delta Air Lines, Ford Motor Company and McDonalds, rely on Emplifi to provide their customers with outstanding experiences at every touchpoint.

 

About the Customer Success Team

The Customer Success team is responsible for onboarding new clients and helping them use our products, so they get maximum value - leading to retention of existing client relationships and revenues at scale. We leverage the largest social media data set and CX management suite in the industry. We continue to challenge the status quo by introducing new innovations and enabling our clients to adopt our technology, helping them to scale their business no matter where they are or what industry they are in. 

As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development, so that you can grow as a professional and a social media expert advisor.

 

What You’ll Do Here

Foundational Responsibilities 

  • Promote the spirit of business within the Customer Success team.  
  • Ensure that all the key concepts of Value Framework and Value Delivery Matrix are fully and profoundly understood by the CSMs.  
  • Ensure that the concept of Value Adoption and Value Achievement Scoring is used by the CSMs to measure the success in Client “lock-in”.
  • Ensure that CSMs understand profoundly the Buyer Personas.  

Operational Responsibilities 

  • Ensure that CSMs use effectively the data provided in the Health Index Report and the data provided in the Value Adoption Dashboard in Salesforce 
  • Ensure that QBR best practices are used and that Proactive Thinking About Upsells is adopted.  
  • Drive any global Upsell initiatives
  • Work with the Regional Educational / Post-Sales Manager to ensure that real action is being taken with clients
  • Work closely with Sales Operations and adhere strictly to the global guidelines re: CSM Portfolio Size, Structure, and Seniority Matching.  

Collaboration with other teams / departments 

  • Work closely with the Director of Client Value Adoption, Head of Sales Academy, Regional Program Manager on the regional highest value prospects 
  • Provide systematic feedback to the Head of Product and the Head of Product Marketing

Personnel and Recruiting  

  • Assist the Regional Leader with recruiting any new CSM positions as they may be approved for the Region from time to time (in connection with the Regional Client Portfolio Growth)

 

What You’ll Bring to Us

  • 10+ years of proven Sales and People Management experience within SaaS/Customer Experience/Digital Marketing area with a successful track of retention and growth
  • Martech expertise and technical acumen to grasp a complex product  
  • Fluent English on a business level, additional language is an advantage
  • Strong public speaking skills and ability to coordinate multiple stakeholders
  • Data driven sales approach
  • Great work ethic and competitive drive to be the best



What We Offer

  • International, fast paced and rapidly growing environment
  • Chance to work with the world’s biggest brands at the CX tech leader
  • Agile and open-minded culture, with high levels of trust and flexibility
  • Opportunity for professional growth and development
  • Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas
  • Great work environment based in a shop house in Tanjong Pagar, minutes walk from the MRT. And surrounded by amazing food
    AIA Health Insurance including coverage for family members
  • 20 days holiday
  • There’s more as well! Speak with us to find out all details!

 

position:
Customer Success, Team Lead - JAPAC
department:
Customer Success
location:
Singapore, Sydney
Employment Type:
Full-time
Apply Now!