Job Description

Customer Success Director, Singapore

ABOUT THIS ROLE

We are looking for a Customer Success Manager who is responsible for driving business outcomes for our clients in the region and optimizing their journey with Circles.Life, ensuring that the overall customer success and account growth criteria are met. As you do this, you will also build deep expertise about our CirclesX solution so as to best accelerate the adoption of our solutions with the key clients and partners you manage. This role will be based in Singapore

ABOUT CIRCLES LIFE

Circles.Life is Asia\'s first and most successful digital telco and we are on a mission to re-imagine the mobile experience for the digital consumer and disrupt the multi-trillion-dollar industry. We launched our services in Singapore in 2016, and have since expanded to Australia, Taiwan, Indonesia, and Japan. We are leading the market in innovation, customer satisfaction and growth.

Circles.Life was founded by Rameez Ansar (ex-Temasek, BCG), Abhishek Gupta (ex-McKinsey, Bain Capital, StanChart PE) & Adeel Najam (ex- Nokia, Huawei, Starhub), who are supported by an all-star leadership team including C-suite executives from Tata Docomo, Paypal, Vodafone, Bharti Airtel, Hooq/ Singtel, and Flipkart.etc. It now employs 750+ people over 5 APAC offices. It is the portfolio company of Warburg Pincus and Sequoia.

Notable accolades from past years include: Top 5 most loved Singapore brands (2nd year running)- YouGov Customer\'s Choice; Top Telco for Customer Service- Seedly; and Top Employer- Influential Brands (2019)

WHY THIS ROLE IS UNIQUE

Build a legacy - play a critical role in building upon the core foundation, in a business that will transform the telco industry for many years to come.

Career accelerant - Opportunity to continue growing within the team as a key contributor who has the trust of senior leaders, knows everyone, and can operate at a senior level.

10X - Be part of a fast-growing organization with ambitious plans to expand into multiple more markets and verticals, and help be the one to make it happen

WHAT YOU\'LL DO

• Help to define and implement strategic priorities, drive business outcomes, and communicate progress and business value realization to key stakeholders

• Work closely with the VP of Customer Success to retain and grow our existing customer base

• Develop a trusted advisor relationship with key customer stakeholders to ensure they are leveraging the CirclesX solution to achieve optimal business value

• Build strong relationships across customer hierarchies (execution to executive level) to proactively grow the breadth and depth of Circles within your assigned customers

• Drive and implement best practice, policies and procedures, working with the corporate and country team to effectively localize the Circles strategy

• Collaborate with service delivery, project management, sales and account teams, engineering and development to create a closed feedback loop between customer and Circles

• Proactively develop account penetration, identify customer and market trends and needs, document and drive strategy roadmaps to enhance the solution for the customer, and improve the CirclesX platform

• Communicate timely and effectively with your customers across all available channels to proactively prevent and reactively resolve issues

• Manage the resolution process end-to-end with your customer and internal teams across support, engineering and development

• Work onsite in a fully integrated way (60-70%) with your customers to drive business outcomes of the CirclesX platform

• Build a culture of doing the right thing for our customers. Have a challenger mentality to offer counter proposals and guidance to maximize value creation in the relationship

• Deliver on renewal, adoption and expansion targets within your customer or customer portfolio

WHO YOU\'LL BE WORKING WITH

• Head of Customer Success & Customer Success Managers Globally

• Service Delivery & Project Management

• Sales & Account Managers

• Platform Engineering & Development

• Support & Critical Situation Management

WHAT WE\'LL BE LOOKING FOR

• Self-starter with strong entrepreneurial skills and mindset, who can thrive in a fast-paced, dynamic environment

• Superior business acumen, process-oriented, analytical thinking with attention to detail, to model and achieve compelling roadmaps, strategies and value realization for our customers

• SaaS / Enterprise software industry experience strongly preferred

• Proven ability to build and own value-based customer programs and manage customer relationships throughout the lifecycle

• Passion for driving customer outcomes and promoting a customer centric organization

• Flexibility to work in a rapidly changing, complex environment

• Cultural familiarity and awareness of the Arabic/South East Asian market, traditions, business protocols and etiquette

• Excellent communication and presentation skills (board room ready), including writing and presenting in English -

• Local language skills.

• High level of personal resilience and drive to work independently towards value identification and delivery

• Highly organized and focused to map out activities and timelines for a complex customer engagement - with the ability to prioritize and delegate to drive results with stakeholders on all levels (customer and internal) - project or program management experience is a plus

BENEFITS

One of Circles.Life\'s key missions is to build the best place to work and grow. In order to do that, we offer:

Exponential career growth & ownership - Completely own your own career and determine how fast and in which direction you grow. Being in a hyper-growth environment means having the opportunity for 10x the learning at 10x the speed; watch your role expand as the company expands.

Impact from Day 1 - Translate ideas to action and help us to blaze the trail for innovative products and shake up the telco world, and beyond.

Talent Mobility - Circles.Lifers are given the opportunity to change roles internally, across functions and/or offices, through multiple structured programs (i.e. internal transfers, job shadowing or job rotation). We\'ve witnessed many successful examples -e.g., from HR lead to Business Development Senior Manager.

Talent Development - We stand for a culture of continuous learning and growing. Besides structured career development paths and quarterly performance reviews, we offer monthly learning brown bag sessions, manager training and L&D budget to support development of professional interests and efforts.

Attractive Total Rewards (Salary + Equity) - We offer highly competitive salary and bonus in line with top tier technology companies, and equity for ALL employees (up to 6 months of annual salary worth for top performers). That means, unlimited upside based on company\'s performance.

Benefits - Mobile bill reimbursement for all Circles.Lifers and their dependents and medical insurance. Bonus: Well-stocked pantry and monthly fun activities.

Circles.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

Circles.Life