Messagebird

Manager, Customer Success Management - APAC

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What Messagebird is looking for in applicants

Transform the communications world! Location? You decide!

We’re proud (and excited!) to be transforming the global communications landscape through our Omnichannel Platform-as-a-Service (OPaaS). 

Our Birds choose where they work from in the region we’re hiring in — this could be from one of our MessageBird hubs (Amsterdam, Singapore or Bogota) or remotely so long as it’s within a complementary timezone.... Want to work from a rural retreat? Sure, no problem! How about a bustling city getaway for a few weeks? Go ahead!

We understand that “life happens” and give you the freedom to choose the best environment for you to “get s**t done”. We expand our flock without geographical restrictions. This allows us to attract and assemble an industry leading team from a huge variety of backgrounds & cultures,  making us more nimble, creative, and efficient!

Manager, Customer Success Management | Remotely from APAC

The Manager of MessageBirds’s team of CSMs will play a crucial role in growing and leading the team to achieve customer growth and delivery. You will take ownership of the complete customer lifecycle to ensure a flawless onboarding and excellent customer experience for all MessageBird solutions. 

You’ll work in close collaboration with the wider business, with the goal of streamlining and structuring the customer journey more efficiently and successfully for maximum impact and value. As a trusted advisor, you will ensure our customers have the products and services that best fit their immediate needs and their future use cases. 

MessageBird’s amazing CSM team is a hybrid of technical project management, product enablement, and account management. You will collaborate closely with our regional Sales teams and leadership as well as Technical Account Managers and our executive team to best segment accounts, develop plans to optimize and improve their usage of MessageBird products and services.

What you’ll do

  • Help define the team’s values and approach to meet critical business targets of product adoption, customer retention, and expansion. You are responsible for defining the customer journeys for all types of customers, calculating and reporting on customer health, and flagging renewal risk.
  • Build, grow and lead the customer success team; help the CSMs grow and develop to continually raise the bar of our customer experience by being proficient with their responsibilities:
    • Manage/oversee the onboarding process and platform configuration for our full customer base across our products
    • Lead customer kick-off and Business Review meetings with Sales teams
    • Drive product adoption and customer education during the onboarding stage as well as throughout the customer lifecycle
    • Monitor and proactively flag and act on key elements of customer health: product usage, engagement levels, and customer stakeholder changes
  • Work closely with Sales and partner leadership to ensure an “in-sync” program to ensure customers have a smooth transition from sales to post-sales.

What you’ll bring

  • 5+ years of experience in customer success management, product enablement or account management in a technical environment
  • 3+ years managing teams
  • 2+ Experience working in SaaS, CPaaS, IaaS, or telecom environments
  • Ability to roll your sleeves up to work directly with customers when deemed necessary, while at the same time the ability to delegate appropriately
  • A strategic thinker with experience building and scaling global teams 
  • Proven track record of onboarding, retaining, and expanding complex enterprise accounts
  • Experience identifying challenges, prioritizing based on the company’s needs and implementing new processes, and collaborating with cross-functional teams
  • Ability to interpret technical documentation for customers, along with an understanding of API architecture and complex use cases
  • Strong English communication skills, both written and oral, ideally with a second Asian language such as Mandarin, Bahasa
  • Experience working in JIRA, Confluence, Salesforce, Strikedeck, ZenDesk is a plus
  • A deep passion for delighting customers

#LI-REMOTE-APAC-Tier-3#LI-JK1

What You’ll Gain

  • Work from anywhere
  • Generous stock options for all Birds
  • WFH set-up budget
  • State-of-the-art work gear
  • Learn from hundreds of the best minds in the business
  • Collaborate with diverse colleagues from over 55 countries (and counting)

LIFTOFF! 🚀

Life at MessageBird:

https://www.linkedin.com/company/messagebird-com/life/welcome/

We work fast, grow fast, build fast and focus on impact. We’re go-getters, industry leaders and roll-up-your-sleeves-and-make-it-happen kind of people. 

Ready To Fly?

Our cloud communications solutions make it possible for over 25,000 businesses to instantly connect with billions of devices worldwide, allowing them to speak with their customers in the same ways they talk to their friends.

Headquartered in Amsterdam, we operate across 10 international hubs and we’re proud to be a “Work Anywhere” company. Our unique and united culture is rooted in our team: a diverse flock of over 700 Birds who represent 55 nationalities and counting. We’re smart, fast, and hungry. Our potential for growth is limitless. You can learn more about our story and life as a Bird via #messagebird.

MessageBird is committed to fostering a fair and equal environment based on trust and mutual respect. We believe that a diverse and inclusive workplace is paramount to our success and we are committed to building a team that represents a wide variety of backgrounds, perspectives, and skills. 

Recruitment Privacy Statement: https://messagebird.com/download/pdf/MB-recruitment-privacy-notice%202020.pdf

Want some tips on how to get an interview at Messagebird?

What is Messagebird looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Manager like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at Manager?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!