Senior Customer Success Manager, APAC (Remote)

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Requirements:

• Proficiency in Japanese or Korean is required, including excellent verbal and written communication skills.
• Proven track record of successfully developing and managing customer relationships, including executive relationships within the customer organizations
• Demonstrated experience in successfully driving product adoption and revenue growth within assigned key accounts
• Understand Open-Source apps and their monetization
• Strong knowledge of the DevOps market and ecosystem
• Above average technical knowledge (Cloud technologies, Enterprise security, SAML, SSO, Mobile apps)
• Deep experience with Salesforce
• Experience discovering key goals and steering customer stakeholders with account success plans
• Excellent communication and presentation skills, including building, analyzing, and interpreting customer data to influence stakeholder decision making
• Ability to work cross-functional, and lead through influence
• Passion for education and teaching customers how to be successful
• Customer obsession and empathy
• Prefer experience working with customers in the APAC region

Responsibilities:

• Represent the Voice of the Customer internally and own the core relationship with the Enterprise segment in the APAC region.
• Develop strategic relationships with Mattermost customers to deliver maximum value for the Customer and Mattermost.
• Utilize those strategic relationships to ensure that key Mattermost stakeholders are kept aware of customer priorities, and ensure execution and delivery
• Understand the organizational structure of our customers, balance curiosity and empathy in order to identify areas that present a deep strategic partnership in order to help customer’s leverage the full value of our software.
• Own the customer journey, align on value-driven success factors and metrics to help drive adoption, account stickiness and usage in their organization.
• Partner with the Technical Account Management team to ensure a smooth onboarding experience that’s aligned with Customer needs and internal processes, and clarifies specific integrations, plug-ins and custom integration requests.
• Maintain a deep understanding of the product in order to educate customers on the most relevant features or functionality that support their strategic needs. advocate for customer needs with internal stakeholders.
• Renew customer subscriptions in the enterprise segment and achieve the renewal rate objectives.
• Identify and execute on account and contract expansion strategies, working closely with Sales to close net new revenue.
• Track accounts to identify churn or contraction risk, and work actively to improve customer health and retention, and escalate as appropriate.