Manager - Customer Success

The Customer Success Manager will be responsible for managing Talview's existing business for enterprise and commercial customers through their lifecycle as it relates to customer solution, adoption, renewals, and expansion across APAC. CSMs are responsible for customer success and building thriving customer relationships with all relevant stakeholders in the customer's organization. They also are responsible for penetrating the customer organization across the various lines of business, having business reviews, and ensuring they grow into Talview evangelists.

An ideal candidate would have:

- Track record of driving customer success and aligning within complex customer environments at executive and department levels.

- Ability to understand customer requirements, suggest relevant solutions, and act as an SME.

- Ability to develop success metrics related to customer problem statements and showcase ROI to the customer through monthly and quarterly business reviews.

- Build and develop strong and effective stakeholder relationships across the customer organization at different levels.

- Ensures adoption, renewals, meets agreed retention targets. Has the ability to identify opportunities for upsell/cross-sell to meet the agreed targets.

- Data-driven with a commitment to process; drive/track consistent engagement process.

- Ability to work in a fast-paced, entrepreneurial, results-oriented culture. Should be customer-centric, collaborative, committed to excellence, and have credence.

Roles & Responsibilities

- Actively collaborate with the Sales team to understand the customer problem statements and own the relevant solutions. Act as an expert to present the right solution to make the customer successful and get the required buy-in from the customer.

- Establish and develop customer relationships within assigned accounts and ensure customer success.

- Drive adoption of Talview platform within assigned accounts through a continuous increase in value leading to renewal and potential for new business.

- Work with Sales, Professional Services team to facilitate a seamless Customer on-boarding process and ensure a smooth 'go live'.

- Work with customers to design adoption programs aligned with Talview platform capabilities and ensure that the agreed-on solution is being implemented to meet the Customers' business objectives and strategy. Works with the customer in baselining the success metrics and ensuring that the customer is seeing continued value, ROI and has a high level of satisfaction. - Drive periodic governance calls with customers to update stakeholders on the status of projects, risks and bring to notice any issues impacting the outcomes of the project to resolve. Document and minute the meetings.

- Drive customer renewals, proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value, and renewal timeframe.

- Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed this back to internal teams.

- Ensures customer renewals in a timely manner, meets agreed retention targets, and identifies upsell/cross-sell opportunities to meet the agreed targets.