What you will be doing:
We are looking for a Customer Success Manager (APAC) to help us build our SaaS-based anti-money laundering solutions, which empower organisations to fight financial crime! We are building cutting-edge solutions that help create a safer world and stop money from ending up in the hands of criminals. You will join the customer success team, where you will be charged with nurturing relationships with a portfolio of our customers. You will be a trusted advisor to our clients helping them to get the best results from using the platform while feeding back ideas to the product development teams.
As a Customer Success Manager, you will
- Manage a portfolio of Mid-Market customers, from onboarding to training to adoption and beyond
- Be the dedicated contact and own the overall relationship with your clients
- Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance & risk teams
- Provide proactive support to our clients by helping them to increase adoption, improve utilization and take responsibility for minimizing churn and ensuring renewal
- Provide ongoing support to our clients, responding to their queries and coordinating across the various ComplyAdvantage teams to solve their problems
- Drive cross-sell and upsell, expanding contract revenue in conjunction with the sales/account management team
- Play a primary role in shaping the product roadmap based on customer feedback
- Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
- Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements
- Function as the voice of the customer and provide internal feedback on how ComplyAdvantage can better serve our customers
About you:
As a Customer Success Manager, you will
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- Have a true passion for customers – fanatical about getting them the right outcomes and becoming their advocate
- Ideally have 2+ years in a similar role, with proven experience working with mid-market accounts in a B2B environment
- Possess a good understanding of technology with familiarity of concepts such as APIs and cloud solutions
- Be a proactive self-starter that is self-directed and able to solve problems and execute independently
- Have strong process management skills, you will be able to manage a varied workload with multiple deadlines
- Possess strong relationship management skills and the ability to coordinate across teams and build consensus
- Ideally have previous project management experience and have worked in a start-up previously
Nice to have
- Prior start-up experience a benefit
- Project management experience
What’s in it for you?
- Competitive salary aligned to your skills and experience
- Equity as we want you to have a part of what we are building
- We embrace a hybrid approach that requires employees to be in the office for two days a week. We strongly believe that this approach fosters collaboration and enables the building of meaningful relationships
- You will also get an annual budget of SG $400 to kit out your home office
- Opportunity to work on innovative projects with smart-minded people keen to share their knowledge and continuously improve
- Annual learning budget to drive your performance and career development
- Enhanced parental leave and childcare benefits
- Medical insurance through Bupa with pre-existing conditions covered
- Pension contribution through The Peoples Pension
