Customer Success Director - Malaysia

Kuala Lumpur, Malaysia /
Customer Success /
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.

Job Description

    • You will be leading our Partner Success team in Kuala Lumpur
    • Provide strategic direction to the team proactively on a daily basis to accurately assess the gaps and opportunities in accounts and navigate strategies and solutions necessary to ensure partner retention
    • Guide our Partner Success team members on their career and personal development to ensure team growth and retention
    • 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
    • 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
    • As part of the managerial team, you will work closely with our global enablement teams to ensure that we are rolling out initiatives that are in line with company-level OKRs and give active feedback on the strategic direction of the company, particularly in the key metrics of partner satisfaction, retention, and growth

What we expect from you:

    • Proven work experience in a customer-oriented position (minimum 4-5 yrs), preferably in the B2B SaaS domain
    • Experience with marketing technology is a plus
    • Minimum of 2-3 years experience in leading a team
    • Solid understanding of basic web concepts and digital marketing (metrics)
    • Strong strategic approach to client retention and ability to navigate complex enterprise environments
    • To show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level
    • Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills
    • Ability to be process-driven and methodological in identifying the right focuses based on key gaps and opportunities for both partners and the team
    • To be a self-motivated and savvy tech bug, always in search for savvy solutions and ideas to improve our relationship with our partners and the effectiveness of our Partner Success team
    • To cherish one of our core ethos: Care. For both our partners and the team
    • Ability to maintain a positive attitude personally and motivate the team in a fast-paced environment
    • Passion to make a difference in the lives of both marketers and the growth of our Partner Success team members

While we are conquering the world, we are offering you:

    • We offer many hard and soft skills training to help you improve and challenge yourself thanks to our Learning & Development team.
    • You’ll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
    • You’ll have space to share your skills and even deliver training and workshops if you wish. Sharing is caring!
    • We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want.
    • You’ll have a chance to work in an international, diverse and inclusive environment
    • You’ll be part of one of the most caring communities out there.

Now, a little bit about us:

    • We are an energetic team that loves to work with ambitious, curious, and humble doers who are driven by defining and owning their own success. We are on the mission of creating a global industry standard – and we’re confident that it can only be done with a top-notch team delivering a first-class customer experience.
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.

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