- Develop and build relationships with assigned customers and internal Alvaria departments.
- Work renewals pipeline within an appropriate timeline to ensure on time renewals.
- Work with the channel across countries assigned and work with them to ensure renewal performance targets achieved while maximizing revenue and term lengths.
- Work with partners, customer, and account teams to ensure customers are on the 'current version' to avoid us having to charge customer EOSL fees.
- Collaboratively maintain information flow with sales, support managers and other Alvaria internal organizations with regards to customer account action and needs.
- Support the regional Account Executives as required in negotiations regarding pricing, terms and conditions and support deliverables.
- Contact customer/partner and share maintenance renewal quotes 120 days in advance of contract expiry and work to renew on time.
- Escalate renewal issues as required.
- Limit loss of revenue / renewals – support save play actions required to retain customers.
- Ensure receipt of required documents for processing renewals (purchase order & signed quote)
- Become a trusted customer advocate within Alvaria, building customer stakeholder relationships so they are advocates for Alvaria, able to articulate the business success achieved in using the Alvaria products.
- Own the customer's journey, all the way from onboarding to preventing churn, with a focus on product adoption and customer experience.
- Encourage a level of customer self-sufficiency; address training requirements; provide guidance on best practices; provide a level of oversight for professional services projects.
- Identify the customers' strategic business priorities and initiatives.
- Development and regular review of a Customer Success Plan supporting adoption and customer success with their Alvaria products.
- Proactive account support planning targeted at issue prevention & management.
- Develop and maintain stakeholder maps to ascertain and communicate proactively with users, influencers, and decision makers facilitating account management improvements as warranted.
- Conduct periodic customer management/executive reviews focusing on corporate updates, life cycle management, customer business goals, challenges and opportunities, support metrics, NPS scorecard and agreed KPIs, training, trend analysis etc.
- Act as a single point of communication and coordination for tactical issue planning and resolution
- Assess and report on Customer Health across engagement, sentiment, relationship, ROI, advocacy, adoption, and utilisation.
- Maintain oversight of active implementations; advocate when needed.
- Report on the status of KPIs aligned to the customers success and business outcomes.
- Develop corrective action plans where performance is below required levels, supporting the customer with changes required.
- A history of consistent achievement of goals and targets
- Outstanding interpersonal and networking skills
- Experience influencing / directing others.
- Confident communication abilities, both orally and in writing, skilled at modifying the format and content to suit the audience.
- Bias for action, passion for technology
- Experience working with cross-functional teams (e.g. Sales, Products, Marketing, Engineering, Services)
- Highly organized and proficient in Microsoft Office Suite, especially Excel and PowerPoint
- Knowledge of customer services practices
- Familiar using and analysing data including trend analysis to help drive and demonstrate customer adoption and value.
- Technical aptitude and ability to learn software programs.
- Prefer experience with Customer Relationship Management (CRM) software such as Salesforce.
- High initiative, self-motivated and pro-active
- Experience in a SaaS company would be desired.
- 5+ years of relevant Renewals sales experience. (SaaS and on-premise environment) Customer Success experience or like role, such as, Account Management, Solution Consulting, Value Realization
- Language – Japanese / and or Chinese Mandarin and English
- Must have experience working with channel partners in Asia Pacific region incl ANZ.
- Bachelor's degree in relevant field or equivalent experience.
- Superior ability to communicate complex information to customers, Alvaria colleagues and partners.
- Highly collaborative with polished verbal and written communication skills.
- Professional demeanor to maintain and enhance relationships.
- Demonstrates application of professional concepts and company policies and procedures to solve routine problems with out of the box thinking.
- Self-motivated with ability to work with remote level of supervision.
- Proven track record of driving solution adoption and business value leveraging B2B technologies preferably in the contact center and/or SaaS industry.
- Travel to meet with customers as necessary, expected around 30%
Client Relationship Manager - Singapur, Singapore - Alvaria
3 weeks ago
Description
Client Relationship Manager - Japanese and / or Chinese Mandarin and English Speaking
GENERAL & SUMMARY
The CRM/Renewals Specialist Responsible for high-level relationship management for a group of customer accounts, acting as client liaison throughout the customer lifecycle. Develops customer relationships that promote retention and loyalty and prevent churn. Responsible for customer retention through renewing maintenance & subscription/service/license contracts for their assigned account base. They will demonstrate knowledge of Alvaria's products and customer contracts. Educates customers on business practices and associated contractual implications. Ensures customer awareness and understanding of applicable product elements. Meets sales objectives such as quota achievement, customer retention targets. Maintain account team relationships and transfers leads as appropriate. Maintains contract revenue base at highest possible retention rate and protect revenue stream. Ensures timely contract renewal and promotes awareness of upgrade and add-on opportunities to customers & through the channel partners. Ensures competitiveness of company's maintenance contracts. Works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Supports the post-sales customer lifecycle as it relates to customer adoption, on-going support, product optimization.
PRIMARY ROLE & RESPONSIBILITIES
SPECIALIZED KNOWLEDGE & SKILLS
JOB REQUIREMENTS
TO APPLY and for immediate consideration: send your resume to . In the subject line include: your name and CRM Renewals Specialist APAC Remote