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director of customer success, apac (hr tech / saas).

job details

summary

    job details

    about the company.


    Our client is a fast growing Global HR Tech / SaaS company. Powered by their expertise-enabled technology platform, their partners/ clients can expand the business across the globe and maintain great employee experiences. Due to their aggressive expansion plan in Asia, they are looking for an experienced "Director of Customer Success, APAC" to source, develop, and manage a team of regionally based Account Managers and Implementation Managers to drive customer adoption, retention, and growth initiatives.


    about the job.


    • Serve as primary point of contact for a short-list of strategic accounts in the APAC region
    • Lead hiring plans and onboarding of new Account Managers and Implementation Managers focused on the APAC region; serve as a mentor with a focus on development of skills, processes, and best practices
    • Coach team members in development of account strategy and structured business reviews, customer advocacy, overall success, and growth planning; establish and manage team-wide and individual OKRs and KPIs (Customer Success/recurring revenue business model-based)
    • Partner with internal stakeholders and work cross-functionally with Operations (service delivery), Sales/Implementations, and Product/Tech, et al, to optimize the customer experience and help propel the company to the next stage of growth
    • Partner with customer stakeholders (and uncover new ones) to understand immediate and future needs and initiatives, and to identify appropriate value adding and revenue growth opportunities (as well as any challenging areas in the relationship to rectify)
    • Drive overall client satisfaction (NPS gauged); focusing on key activities designed to facilitate a successful engagement - including issue troubleshooting/resolution



    skills & experiences required.


    • Strong leadership skills, demonstrated ability managing and developing client-facing resources in a B2B environment
    • Knowledge of HR services and technology landscape is preferred (and/or SaaS experience highly advantageous)
    • Proven results in operational/organizational design and improvement; history of steering efficiency and scalability, change management
    • Demonstrated success building strong internal and external relationships, including collaboration, conflict management and negotiation/influence
    • Strong communication skills, including the ability to speak/present to the C-level (internally and externally)

    about the company.


    Our client is a fast growing Global HR Tech / SaaS company. Powered by their expertise-enabled technology platform, their partners/ clients can expand the business across the globe and maintain great employee experiences. Due to their aggressive expansion plan in Asia, they are looking for an experienced "Director of Customer Success, APAC" to source, develop, and manage a team of regionally based Account Managers and Implementation Managers to drive customer adoption, retention, and growth initiatives.


    about the job.


    • Serve as primary point of contact for a short-list of strategic accounts in the APAC region
    • Lead hiring plans and onboarding of new Account Managers and Implementation Managers focused on the APAC region; serve as a mentor with a focus on development of skills, processes, and best practices
    • Coach team members in development of account strategy and structured business reviews, customer advocacy, overall success, and growth planning; establish and manage team-wide and individual OKRs and KPIs (Customer Success/recurring revenue business model-based)
    • Partner with internal stakeholders and work cross-functionally with Operations (service delivery), Sales/Implementations, and Product/Tech, et al, to optimize the customer experience and help propel the company to the next stage of growth
    • Partner with customer stakeholders (and uncover new ones) to understand immediate and future needs and initiatives, and to identify appropriate value adding and revenue growth opportunities (as well as any challenging areas in the relationship to rectify)
    • Drive overall client satisfaction (NPS gauged); focusing on key activities designed to facilitate a successful engagement - including issue troubleshooting/resolution



    skills & experiences required.


    • Strong leadership skills, demonstrated ability managing and developing client-facing resources in a B2B environment
    • Knowledge of HR services and technology landscape is preferred (and/or SaaS experience highly advantageous)
    • Proven results in operational/organizational design and improvement; history of steering efficiency and scalability, change management
    • Demonstrated success building strong internal and external relationships, including collaboration, conflict management and negotiation/influence
    • Strong communication skills, including the ability to speak/present to the C-level (internally and externally)