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APAC Enterprise Client Success Manager
2 months ago
Cision, a leader in media intelligence, empowers organizations to connect with their audiences effectively and efficiently.
By integrating advanced analytics with top-tier media management solutions, Cision provides a comprehensive suite of specialized products and services that facilitate seamless workflows. Our clients can navigate the dynamic digital landscape, making informed decisions and executing data-driven strategies at every interaction.
With a global presence, Cision operates numerous offices worldwide and employs a diverse team of professionals.
As a Customer Success Manager (CSM) within the APAC division, you will be a proactive, experienced, and customer-focused professional who excels at building relationships, delivering value, and nurturing accounts. A successful CSM is passionate about customer success, possessing a natural curiosity and the ability to delve deeper into understanding client needs to tailor solutions effectively. Post-onboarding, you will be expected to have comprehensive knowledge of our offerings, coupled with a profound understanding of the digital media landscape, ensuring that clients view you as their trusted advisor.
Key Responsibilities:- Oversee the customer relationship from post-sale through to renewal, focusing on Relationship Management, Retention, Growth, and Risk Mitigation.
- Establish a trusted advisor relationship with customer stakeholders and executive sponsors to enhance product adoption and ensure they derive maximum business value.
- Analyze and identify trends in product usage, offering recommendations based on risk assessments and client business requirements. Conduct regular customer health evaluations.
- Identify opportunities for account growth by exploring additional solutions offered by Cision or its partners.
- Collaborate with customers to strategize on optimizing product usage and share industry trends to enhance their business success.
- Work closely with internal teams to align account activities with the customer's strategic objectives, engaging account managers and strategy advisors as necessary.
- Identify potential renewal risks and collaborate with internal teams to address challenges and ensure successful renewals.
- Act as the voice of the customer, gathering feedback to drive continuous improvement across all areas, including product development.
- Fluency in English; proficiency in any other APAC language is advantageous.
- Customer-centric approach with a genuine concern for client success.
- Strong commercial awareness and comfort in working towards defined targets.
- In-depth product knowledge and experience with tools that feature API integrations is beneficial.
- Extensive knowledge of the social media landscape and customer experience.
- Experience in utilizing or onboarding clients onto social media management platforms.
- Exceptional teaching and advocacy skills, characterized by clarity, patience, and enthusiasm.
- Strong organizational capabilities, including project management and milestone tracking.
- A collaborative and informal work environment that emphasizes personal responsibility and accountability.
- A supportive team atmosphere within the APAC division that fosters a positive work culture.
- The chance to collaborate with international colleagues across Cision's global offices.
- A comprehensive onboarding program and access to online training resources to equip you for success.
- A competitive compensation package with a solid base salary and a team-oriented commission structure.
- Opportunities for career growth within the Customer Experience department, with a commitment to supporting your professional development.
If you find this opportunity intriguing but do not meet every requirement, we encourage you to reach out. We value diverse experiences and perspectives.
