Philippines only- You deliver customer value by identifying the key business problems customers face and solutions for them by embedding the right product/feature from the product portfolio to solve the same.
- You are skilled in the quantitative and qualitative assessment of the customer opportunity to justify product adoption, growth and resource commitments.
- You are adept at identifying and leveraging the right drivers (e.g. pricing, service, customer experience etc.) to maximize customer lifetime value (CLTV) for your assigned customer portfolio.
- You are ultra-focused on capturing and measuring timely customer satisfaction frommboth client and end-user perspectives and take proactive steps to excel in the overall customer experience.
- You are effective in customer retention using the right engagement strategy and tactics.
- You have the smarts to foresee and mitigate churn risk and are passionate about ensuring customer happiness.
- Conduct comprehensive training sessions for client users, ensuring they are proficient in using our application and its features.
- Provide troubleshooting support and guidance to enhance user experience and resolve operational challenges.
- After deployment of new updates or features in our application at client sites, effectively retrain users to familiarize them with these enhancements.
- Actively engage in driving user adoption of new features, ensuring seamless integration into existing workflows and maximizing application utility for the client.
- You coordinate customer and product onboarding initiatives, and validate and identify customer needs, potential challenges, and critical success criteria.
- You project manage the end-to-end implementation of the “Autotech” products across your assigned customer portfolio.
- You help develop and implement product playbooks and processes to improve customer engagement and success criteria continuously.
- You leverage customer feedback, business performance indicators and other relevant data points to look for opportunities to expand the “Autotech” product footprint for your customers.
- You enjoy promoting new features and enhancements to drive incremental value (via cross-sell and up-sell of products or features) for your customers.
- You become the primary liaison on commercial and contractual matters.
- You collaborate closely with the Product team to identify gaps and opportunities (including features, pricing etc.) to strengthen the product portfolio further while delivering customer value.
Pre-Sales Activities
- As a Pre-Sales Representative, your primary responsibility will be to support the sales team by providing technical expertise and guidance during the pre-sales process.
- You will collaborate closely with the sales team, customers, and internal stakeholders to understand customer needs, present product, or service solutions, and demonstrate how they can address the customer's requirements.
- Your goal is to drive successful sales by effectively communicating the value and benefits of the company's offerings.
Our Ideal Candidate Will Have
- At least 5 - 8 years of experience in a similar customer-centric role, such as Customer Success, Account Management, Customer Service Support etc.
- A bachelor’s degree in engineering/business/economics. MBA & Project Management Degrees will be an added advantage.
- Experience working with and managing global accounts for SaaS products and Enterprise markets.
- Previous “Autotech” experience is valued but not compulsory - our customers seek “Automotive & Retail solutions”, and hence we expect you to have the curiosity and aptitude for learning the relevant subject matter in areas such as Phy-gital engagement, seamless & contact-free customer’s journey, lending, collections, payments, insurance etc.
- A basic understanding of emerging technologies such as AI, IoT etc., for striking meaningful conversations with customers for gauging interest and maturity.
- A passion for teamwork and collaboration - you’ll work with geographically dispersed Product, Engineering and Data teams in Singapore, Indonesia, and India.
- A natural inclination to take charge of all client contact and account management across multiple channels (phone, email, instant messenger etc.)
- Exceptional verbal and written communication skills (English language proficiency mandatory, bi-lingual favourable)
- Sharp negotiation skills to engage with diverse customers and stakeholders.
- An evangelist personality to build the “Customer Success Brand” across TVS Digital and our stakeholders.
Location & Reporting: The location specified for this position is Manila, Philippines. Regular
travel within Philippines is expected. CSM Representative will report directly to the Head of
Autotech.
Join our team
Malaysia only
United States only
