CS Lead - South Asia

Role Purpose

As the Regional Lead of Customer Success, your role will be to manage the post-go live customer relationship with the teams in region/Country. Our aim is to maximise customer adoption of our products, execute best practise in product usage, propose cross-sell, upsell and manage the recurring revenue from customers, and keep churn to the lowest possible.

Principal Accountabilities and Key Activities

• Own the end-to-end post-sales relationship for a portfolio of strategic enterprise accounts, acting as the primary trusted advisor for customer success.
• Lead and manage renewal processes and identify opportunities for upsell, cross-sell and expansion.
• Coach and mentor Customer Success Managers, sharing best practice and supporting their professional development.
• Conduct regular business reviews (QBRs) with key stakeholders, presenting ROI, adoption metrics and strategic recommendations driving adoption, engagement and measurable value realisation from Coats Digital solutions.
• Monitor account health, usage data and key success metrics; proactively identify risks to renewal and satisfaction and implement mitigation plans.
• Build strong multi-level relationships within customer organisations, from operational users to senior executives.
• Serve as the voice of the customer internally, feeding insights and feature requests back to Product and Engineering to influence the product roadmap.

Education, Qualifications and Experience

(Include skills and competencies required to perform the role competently)

Essential

Desirable

You must excel at:

Communication & Relationship Building

• Training and guiding local Customer Success team to be effective representatives driving Customer Relationship and Success

• Communicate effectively and build strong working relationships with clients and internal employees at all levels.

• Excellent stakeholder management skills, with the ability to influence senior decision-makers.

• Strong commercial acumen with experience of owning renewal targets.

• Give compelling presentations up to and including board level.

Documentation

• Write, own and support internal and client-facing documentation. Ensure any key documentation is kept up to date, version controlled and formatted in a professional way meeting the agreed Coats Digital guidelines.

• Ensure that all necessary client data is up to date within CRM in order to help share essential information and drive key reports.

Analysis

• Draw out client requirements utilising a variety of techniques including:

• Direct questioning
• Pain-chain analysis
• ‘Is, does, means’
• Business process walk-throughs
• Extracting from client-own documentation

• Understand client requirements whilst offering solutions in line with the software capability plus offering best practice options.

Leadership

• Help to manage priorities and coordinate with other internal teams along with the client’s core team.

• Contribute to the ongoing development and processes of the Customer success team.

• Proactively suggest, design and run campaigns and programmes to improve internal processes and Customer adoption and satisfaction.

Desirable Industry and Contextual Experience and Skills

• Experience of PLM / supply chain planning / ERP / Shop Floor systems

• Experience of software implementation and support in a SaaS environment

• Experience in the fashion / garment / textiles / footwear industry as a manager of Production, Planning & Control (PPC), Sales, Merchandising, Production, Supply Chain or IT

• Experience of Account Management /Upselling of software and services.

• Sufficiently ‘hands on’ and technical to be able to quickly learn the Coats Digital software and fully understand the contextual use of the solution