Senior Customer Success Partner / Account Management (SINGAPORE Remote)
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AI Summary
The role focuses on managing global and regional accounts to build senior-level relationships and drive business growth through up-selling. It involves formulating account strategies, ensuring high customer satisfaction, and leading regional account management teams.
This position is responsible for understanding thoroughly the assigned global and regional accounts. It builds up solid relationships at senior levels in the client’s organization. Identify up selling opportunities, achieve and exceed the highest level of customer satisfaction by becoming trusted advisor, with the goal to help the customer to meet their goals owing to the accounts regionally. The role also involves in formulating and implementing the best practice in the regional account management structure. It contributes in meeting profit requirement in renewing accounts, and working with other regional account managers to come up with strategies to grow the accounts and managing small local account management team
Responsibilities:
• Build, maintain and execute an Account Strategy covering customer satisfaction and business growth objectives for each account, in collaboration with the regional account management team.
• Understand and communicate the business value to the clients.
• Prioritize and escalate issues , as appropriate to promote our core value of customer satisfaction, entrusting issue ownership to the appropriate owners (such as Customer Support, Operations, Finance, or others), while still retaining ultimate accountability for ensuring that issues are resolved in a timely fashion.
• Attain / maintain the highest level of customer satisfaction within defined accounts.
• Follow internal procedures and use internal systems to ensure consistent communication and documentation of account activity.
• Drive, and collaborate with other internal functions to follow up and close client’s outstanding issues in a timely and professional manner.
• Join and lead global and/or regional client’s business review conference call, to review service performance and operational issues.
• Develop and work with clients to develop an account strategy to achieve win-win business objectives.
• Keep up-to-date on all Company’s major services and solutions.
• Monitor and be aware of the competitors’ product and service strategies.
Qualifications
Education:
• Bachelor’s Degree or higher degree in any field.
Experience:
• Minimum 8 – 10 years of experience in managing and growing global and / or regional accounts and major corporate.
Other Knowledge, Skills, Abilities or Certifications:
Key Skills:
• Experience in driving a strategic account management process, including but not limit to revenue forecasting and budgeting, customer support, operational issue resolution and escalation.
• Highly developed consultative and large account management skills.
• Able to communicate concepts effectively to all levels, including to senior executives.
• Able to demonstrate effective time management and task prioritization when under pressure.
• Strong leadership skills, result-oriented and ability to drive for business growth.
• Independent, self-initiated, aggressive and result-oriented.
• Good communication, problem-solving in dealing with both internal and external customers.
• Excellent presentation and communication skills.
• Fluent in English and local dialect is a bonus.
Personality:
• Driven by success, a problem solver.
• Professional, positive, proactive and self-motivated.
• Hands-on approach and lead by example.
• Willing to take ownership and responsibility for issues and conflict resolutions.
• Ability to priorities urgent and important matters without neglecting other details and comments.
Work conditions:
• Occasional international travel
• Occasional off-site meeting
• Day shift
• Remote work
Responsibilities:
• Build, maintain and execute an Account Strategy covering customer satisfaction and business growth objectives for each account, in collaboration with the regional account management team.
• Understand and communicate the business value to the clients.
• Prioritize and escalate issues , as appropriate to promote our core value of customer satisfaction, entrusting issue ownership to the appropriate owners (such as Customer Support, Operations, Finance, or others), while still retaining ultimate accountability for ensuring that issues are resolved in a timely fashion.
• Attain / maintain the highest level of customer satisfaction within defined accounts.
• Follow internal procedures and use internal systems to ensure consistent communication and documentation of account activity.
• Drive, and collaborate with other internal functions to follow up and close client’s outstanding issues in a timely and professional manner.
• Join and lead global and/or regional client’s business review conference call, to review service performance and operational issues.
• Develop and work with clients to develop an account strategy to achieve win-win business objectives.
• Keep up-to-date on all Company’s major services and solutions.
• Monitor and be aware of the competitors’ product and service strategies.
Qualifications
Education:
• Bachelor’s Degree or higher degree in any field.
Experience:
• Minimum 8 – 10 years of experience in managing and growing global and / or regional accounts and major corporate.
Other Knowledge, Skills, Abilities or Certifications:
Key Skills:
• Experience in driving a strategic account management process, including but not limit to revenue forecasting and budgeting, customer support, operational issue resolution and escalation.
• Highly developed consultative and large account management skills.
• Able to communicate concepts effectively to all levels, including to senior executives.
• Able to demonstrate effective time management and task prioritization when under pressure.
• Strong leadership skills, result-oriented and ability to drive for business growth.
• Independent, self-initiated, aggressive and result-oriented.
• Good communication, problem-solving in dealing with both internal and external customers.
• Excellent presentation and communication skills.
• Fluent in English and local dialect is a bonus.
Personality:
• Driven by success, a problem solver.
• Professional, positive, proactive and self-motivated.
• Hands-on approach and lead by example.
• Willing to take ownership and responsibility for issues and conflict resolutions.
• Ability to priorities urgent and important matters without neglecting other details and comments.
Work conditions:
• Occasional international travel
• Occasional off-site meeting
• Day shift
• Remote work
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
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