Customer Success Manager, SEA

The purpose of this role is to manage a team to drive customer success through better servicing and retaining customers. This role has 3 major responsibilities: i) to map out customer journey, understand customers’ pain points and address them with effective solutions; ii) to track customers’ usage and build relevant programs to induce higher usage; iii) to drive thought leadership programs, training and focus groups to better engage customers

Responsibilities:

Design and develop end-to end customer journey and success program

• Define customers segments based on set criteria indicating customer importance, growth potential
• Map out customers' journey and relevant touchpoints impacting customers' needs and satisfaction, for both Print & Online products
• Work with Products, Sales, Marketing, CS to design strategy, value-add service, product offering, pricing to drive customer stickness and satisfaction
• Lead CDI, product UAT and feedback sessions and channel insights and data to product and technical teams on benefits and areas of improvement
• Work collaboratively with Sales & Marketing to strengthen GTM and achieving commercial success (net POS growth)
• Drive positive customer experience and engagement, responsible and accountable to drive NPS and customer retention

Provide the right training sessions to induce more customers’ usage

• Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of LN’s product, solution and content
• Develop resource and material (online,digital media) to be used for education, customer training and sales enablement purpose
• Develop strategy and lead
• Designs training classes and training materials and prepares documentation
• Conducts sales training needs assessments and analyzes employee training needs to determine requirements for new program development
• Success to be measured by customers’ usage by segments, customers’ satisfaction for training, regular training sessions for key customers

Drive CDI and programs to better engage customers & build LN brand

• Engage with external key stakeholders to gather market intelligence, drive strategic relationship, and develop business opportunities
• Develop and run programs for customer value-add and drive loyalty and brand awareness
• Drive CDI and focus groups to assist with product development and improvement initiatives, and to increase account value and customer dollar spend

Education:

Specialized / Technical

• Bachelor’s Degree – preferably with legal qualification and/or knowledge
• Understanding of SEA’s legal market and legal persona
• 4-6 years relevant work experience in developing and managing end-to-end processes, both customer facing and back-end processes
• Ability to develop new processes and adapt/improve current sales processes for maximum efficiency whilst identifying and reducing redundant processes

Experience

• Independent ownership of work streams/projects and deliverables is a pre-requisite
• Excellent leadership/communication, influencing and interpersonal skills
• Experience in customer engagement, strong probing skills to understand customers’ pain points
• Excellent working knowledge of Excel, PowerPoint, CRM and reporting tools.

Competencies

• A strong analytical thinker with attention to detail in reports, and financial and operational analysis. and interpretation of information and statistical indicators.
• A strong ability to collaborate internally with people across sales and corporate responsibilities.
• A passion for commercial processes and systems that are effective and run efficiently