Description:
- Primary focus on customer success, account retention, and value realization; secondary focus on account expansion.
- Ensure enterprise clients continuously derive business value from the company, proactively identify churn signals, resolve service issues, drive account retention, and capture organic expansion opportunities.
Key Responsibilities:
- Onboarding & Success Planning: Validate customer business goals, contract commitments, key stakeholders, and technical usage plans.
- Retention & Value Realization: Conduct account reviews, analyze usage drops, coordinate technical optimization with SA/TAM, and lead churn intervention.
- Portfolio Segmentation: Categorize clients by revenue, technical complexity, risk levels, and engagement frequency.
- Renewals & Standard Account Expansion: Manage contract renewal cycles and drive expansion sales for assigned standard accounts within authorized limits.
- Incident Escalation & Alignment: Manage customer expectations during major technical incidents; track issue resolution internally.
- Operations & Billing Support: Coordinate with Operations on billings, collections, and billing dispute resolution.
Key Performance Indicators & Capacity Management
- Primary Indicator: Account Retention Rate & Preventable Churn Control (GRR / NRR tracked as financial indicators).
- Value Adoption: Verification of client usage growth, cost optimization outcomes, and adoption of cloud services.
- Risk Closure: Timely resolution of consumption anomalies, payment overdues, service complaints, and executive contact changes.
- Secondary Indicator: Account expansion revenue from assigned standard accounts.
Requirements:
- Minimum Degree in relevant fields.
- Minimum 3 years of experience in Customer Success, Account Management, or Post-Sales Commercial Management in B2B Tech.
- Industry background such as Cloud, Managed Service Provider (MSP), SaaS, Cybersecurity, or IT Infrastructure.
- Fluent working proficiency in English and Mandarin.
- Willing to relocate to Dubai, UAE as a full-time office work.