Regional Client Success Lead

2 weeks ago

Hanoi, Vietnam Splashlight & Telmar Full time

**REGIONAL CLIENT SUCCESS LEAD**

Remote/Hybrid - APAC - Singapore/Vietnam

**Full-time**

**Who We Are**:
Telmar Helixa has best in class audience and media intelligence platforms with hundreds of clients globally. We’re on a mission to make sense of the world's most valuable data and uncover the uniqueness of large and small cultures - who they are, what they like, and what they think.

We are transforming thousands of the world’s most useful datasets into strategic insights and planning capabilities each year for all of our clients. We deliver a cultural understanding that is accessible to all through accurate and ethical recommendations. Our diverse team of media experts and technology deliver innovative solutions that drive business success around the globe, with hubs and technical experts based around the world New York City, London, Montreal, Johannesburg, Paris, Amsterdam, Milan, Shanghai, Singapore, and Hong Kong.

With the acquisition of Helixa, an audience intelligence platform, TelmarHelixa is poised to amplify the recommendations across the entire marketing lifecycle and improve outcomes for our clients. We are a global business operating in the Eastern Time Zone.

**Our Values**:
Thoughtful - Responsible - Passionate - Community

**Role Summary**

Telmar's Customer Success group is critical to the development of strong, long-lasting customer relationships and the positioning of Telmar as a trusted advisor.

Reporting directly to the VP Strategic Partnerships. You will be executing localised plans to grow new business and exceed customer success and retention goals in Asia. Ensuring all current clients are trained on the current as well as new software offerings.

**Responsibilities**
- Drive customer outcomes, customer experience and product adoption:

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
- Reduce churn and drive new business growth through greater advocacy and reference-ability.
- Develop and implement initiatives to consistently improve customer engagement.
- Work closely with VP Strategic Partnership and wider global teams to align on strategies, renewal forecasting, coverage plans, and account opportunities, such as; opportunities and risks.
- Drive account growth outcomes and work closely with internal teams to develop methods, frameworks, guides, performance assessments and improvement plans as appropriate.
- Expand our revenue in accounts through new sales and up-sell opportunities with Telmar.
- Be a leader and a role model of the CS team and align your efforts to the mission and vision of Telmar.
- Streamline customer success processes and provide business insights that enable a unified approach and results aligned with business priorities.
- Address and escalate client issues with speed and urgency to appropriate colleagues.

**Professional Skills**

You have 5 - 8 years of knowledge and experience in driving customer success, coupled with the curiosity and passion to innovate & transform the function to meet the evolving needs of our business and clients. You know what it takes to solve the biggest challenges & are expected to lead with a boundless approach, a can-do spirit and eagerness to introduce fresh ideas & new ways of thinking.
- Demonstrated progressive experience in a SaaS or subscription enterprise software company, ideally in Media Planning. Media Planning software proficiency a distinct advantage
- Proven ability to develop strategies, translate them into initiatives and track successful delivery.
- Possesses a strong ability to work independently in the Region with Global Team input.
- Strong interpersonal skills to collaborate across the organization and with external stakeholders to build lasting relationships and partnerships.
- Experience successfully working with senior executives.
- Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.
- Self-motivated, strategic and analytical problem-solver with high levels of initiative, passion and attention to detail.
- A high-degree of commercial acumen, attention to detail and strong communication skills.

**Educations/Desired Certification**
- A bachelor’s or master’s degree is desirable, or equivalent work experience.
- Experience in the Advertising or Media Owner industry in data analytics. Media Planning, strategy or implementation planning.

**What We Offer**:

- Predominantly remote working in the APAC region
- Healthcare provision in accordance to local requirements
- Open Vacation and Holidays Policy
- Opportunities for Professional Growth
- Employee Assistance Program (24/7)
- Virtual and In-Person Team Gatherings
- Personal Responsibility with A Ton of Autonomy

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