Customer Success Manager
Adaptive Insights
Hong Kong

Responsibilities :

  • Handling overall responsibility for managing the customer relationship in North Asia (Hong Kong, China, Taiwan, Macau)
  • Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
  • Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities
  • Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
  • Working closely with Professional Services to identify new opportunities and facilitate transitions following initial or follow-on deployments
  • Developing programs focused on enhancing the customer’s life in production
  • Monitoring and facilitating the customer’s adoption of our solution features and functionality by providing Workday with an understanding of their overall business needs as they relate to our products
  • Leveraging customer relationships as needed for prospect references
  • Prioritising and driving resolution on escalated customer issues
  • Required Skills / Experience :

  • Fluent in English and Cantonese / Mandarin is essential
  • Proven Account management / strategic planning experience
  • Provide guidance on strategic IT Roadmaps
  • Ability to engage at C-Level
  • Demonstrable experience in a similar Customer Success role (Consulting or Account Management) that includes issue resolution and escalation management at both the business owner and executive levels
  • Experience with Human Capital Management (HCM), Financial Management, Business Intelligence or other ERP applications.
  • Proven ability to collaborate and build strong relationships with customers especially at the Executive level
  • Proven ability to engage across corporate functions (Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management)
  • Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinar
  • Expected results within 12-24 months :

  • After receiving initial training / onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services.
  • We expect that you self-sufficiently manage a combination of 20-25 customer large and medium enterprise accounts within the North Asia region.
  • We expect you to actively ensure there is a roadmap in place for each of your accounts, including the identification of any upsell opportunities.
  • We expect you to have timely executed standard customer meetings and reviews for your defined accounts, as agreed.
  • We expect you to reach or exceed annual customer satisfaction targets and other than current defined Key Performance Indicators (KPIs).
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