Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
Hi there! We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are connecting data across channels, predicting future behavior with AI, and individualizing experiences from a single platform with the fastest time to value.
We announced that we unlocked our unicorn status after our Series D round. We are backed by top-notch investors including Sequoia Capital, QIA, Riverwood, Endeavor Catalyst and trusted by 1000+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Singapore Airlines, Virgin, Nestle, Nissan, Samsung, Lenovo, Puma, MediaMarkt, IKEA, Allianz, Santander, Dominos, Avon, CNN, and the list goes on.
We are the #1 Leader everywhere! We are recognized as a leader in The Forrester Wave™ for Cross-Channel Campaign Management in Q3, 2021. We are also named a leader in 2021 Gartner® Magic Quadrant™ for Personalization Engines. But wait, there is more. For 21 quarters in a row, we’ve been ranked as a leader in G2 Mobile Marketing, Personalization, Customer Data Platform, and Customer Journey Analytics Grids.
We are also proud to become one of the very few female-led B2B SaaS unicorns in the world.
Behind all these achievements, there is an exceptionally talented and passionate team across 28 countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us in this journey, just keep reading.
Role Description
As a Customer Success Manager, you will be proactively driving adoption and retention. You will be building relationships with the customers and ensuring the services they need to receive maximum impact.
You will work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner. Your primary responsibility will be orchestrating all efforts to keep adoption and usage high with driving value recognition. Your daily responsibilities will include providing the best use cases according to the partner, helping them with panel usage, training new partners, being a consultant to use our products in the best way according to the partners' needs. You will be responsible for the gross retention, CSAT, health score, and lock-in score of the partners and take proactive actions to improve these metrics.
Job Description
- You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology
- Help our clients understand their needs and which of our features and products best match their goals and expectations
- Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology
- Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
- Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization
- Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
- Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
- Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
- Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap
What we expect from you.
- A university degree in Business, Marketing, or related fields
- 3+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization. SaaS experience is a Plus.
- Strong communication skills in both writing and speaking (English & Malay)
- High sense of responsibility and accountability
- A strategic thinker with excellent project management skills
- Customer-oriented and able to establish a robust relationship with the assigned customer base
- A self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
