Job Title: Client Success Manager, APAC
Business Unit: Centric Market Intelligence
Location: South Korea
Client Success
- Act as a strategic partner to our clients, owning key relationships with main contacts and teams of assigned clients
- Responsible for ownership of 6-10 clients across Enterprise accounts and SMBs, including retention, cross sells, and upsells in the APAC
- Lead account management and onboarding of new clients, ensuring best practices are met and the roll out will achieve client’s goals and facilitating training and product adoption
- Deeply understand client priorities and KPIs and create a strategic and tactical plans to achieve best practice KPI’s, milestones, etc
- Responsible for customer retention and upsells to existing customer base, meeting team target for the year
- Guardian of customer health, satisfaction, and product adoption, reporting on key metrics to the Director of BI & CS and conducting regular business reviews with the client
- Conduct trainings for new users and act as subject matter expert for our technology
- Expand relationships with existing clients and identify incremental revenue opportunities through additional use cases
- Utilize data (via Internal Analytics tools & Mixpanel) to identify areas of opportunity across your client accounts, including but not limited to: low usage teams/departments, high usage users, advocates, areas for improved usage and development. Present findings and recommendations regularly to the Director of BI & CS and the entire CS team. Take action based on product usage data to drive engagement across the platform and account
- Cross-functional Team Collaboration - Liaise with internal CMI teams (product, development, technical, business development, marketing) on cross-functional projects and issues to enhance customer experience
- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development team
- Conduct QBRs (Quarterly Business Reviews) with assigned clients, measuring partner performance against pre-established business metrics. In addition, discuss product usage, client feedback and requests, product roadmap initiatives, opportunities for expansion, and additional support and training needed
- Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
Business Intelligence & Process Improvement
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Lead project management of CS-related software research and implementation projects
- Create training documentation for new system enhancements and conduct user training sessions/demos to support knowledge transfer and user adoption of system updates
- Proactively propose creative ideas to automate and scale business processes
Requirements
- Bachelor’s Degree in Business, Marketing, Fashion Merchandising, or related field
- 5 years + experience in a CSM position in a B2B Saas company or relevant role at a fashion or retail organization
- Fluent in English
- Experience in clienteling, developing/executing initiatives/adopting internal Clienteling Applications and systems
- Experience presenting in large groups and developing presentation materials
- Experience working with client data, understanding KPIs and running reports
- Knowledge of current best practices in the industry
- Experience is retail & fashion a plus
- Experience with Salesforce, Hubspot, Jira, Mixpanel, Intercom, a plus
Top Skills
What We Do
Centric Software® is the innovator behind the #1 Product Lifecycle Management (PLM) platform, Centric PLM™, that is blazing the trail for brands, manufacturers and retailers across all segments of the consumer goods industry. Headquartered in Silicon Valley, Centric Software has shattered the mold to create state-of-the-art digital solutions to satisfy the needs of every player in the market, large and small, and supports their mission to develop high-quality, sustainable products that are on time and on trend.
- Centric PLM delivers enterprise-class merchandise planning, product development, sourcing, quality and product portfolio optimization innovations specifically for fast-moving consumer industries. Centric PLM streamlines the product development process from concept to retail.
- Centric Planning provides best-in-class data and visually driven financial, merchandise and assortment planning as well as store and vendor forecasting to maximize margins and for seamless and fast, pre and in-season execution.
- Centric Visual Boards improves collaboration and decision-making of merchandising and buying teams through intuitive digital boards, driving innovation and decreasing time to market.
All Centric solutions are market-driven, ensuring they meet the needs of customers. These innovations include the first ever PLM mobile apps, 3D CAD connectors, sustainability integrations, and more. Centric Software has the highest user adoption rates in the industry and proudly maintains a 99% customer retention rate due to its seamless implementation methodology which ensures that 100% of its customers go live. Centric Software is proud to provide the best solution, backed by the best team to service the best customers.
Centric Software is a subsidiary of Dassault Systèmes (Euronext Paris: #13065, DSY.PA). For more information, please visit www.centricsoftware.com.
