APAC Customer Success Leader

1 month ago


Sydney, Australia Apple Full time

If you are a business savvy individual who has an excellent understanding of Apple's unique Enterprise, Government and Education customer focus and passion for excellence, this is the right job for you. People: - Lead a team of diverse, highly skilled Customer Success Managers, empowering and enabling them to deliver best in class service and support experiences - Provide leadership and mentorship to team members, with an emphasis on coaching and career development and the achievement of both, team and departmental goals - Nurture an environment that emphasizes collaboration, accountability, and creativity Operations: - Responsible for day to day oversight of Team performance and tasks to ensure customer satisfaction, retention, and expansion - Effectively coordinate resources and activities across a distributed team - Responsible for the successful execution of workflows, consistent with global processes - Enable the team to participate in account expansion - upsell and cross-sell opportunities - Develop, integrate and execute regional customer support processes that meet the needs of customers, comply with product requirements and enable growth opportunities - Flexibility with work hours across APAC and occasionally US time zones Programs: - Enablement of Proactive Services with the goal to enrich the customer experience, by anticipating and preventing problems from occurring, and constantly reinforcing value/ensuring full adoption of purchased services - Help define, prioritize, and deliver AppleCare product offerings and programs in the JAPAC region - Define and drive programs geared to ensure and enrich best in class service and support experiences



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