Job Overview
- Lead strategic post-sales engagements for enterprise customers, driving adoption and long-term business value.
- Build trusted relationships with C-level executives and provide guidance throughout digital transformation initiatives.
- Own the overall customer success strategy, ensuring customers achieve measurable business outcomes from the platform.
- Lead and coordinate cross-functional Customer Success teams, including Customer Success Managers, Platform Architects, and Support Account Managers.
- Develop and execute customer success plans, adoption strategies, and governance frameworks aligned with customer objectives.
- Partner closely with Account Executives to deliver seamless pre-sales and post-sales collaboration.
- Identify adoption risks and proactively develop mitigation strategies to maximize customer success and renewal opportunities.
- Drive AI adoption and help customers leverage platform capabilities to improve operational efficiency and business outcomes.
- Monitor key customer success metrics including adoption, platform health, customer satisfaction, renewals, and expansion opportunities.
- Deliver executive business reviews, establish measurable success milestones, and continuously optimize customer transformation roadmaps.
- Support occasional on-site customer engagements in Kuala Lumpur and Cyberjaya as required.
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