Customer Success Lead - Greater China & East 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

• Responsible for leading and influencing the customer relationship at the most senior level of customer organisation within the region.
• Maintaining a highly collaborative and positive relationship with the customer and with internal teams to ensure quality solution delivery and support within the region.
• Provide leadership and insight into customer's objectives, process and technology roadmaps.
• Mentor the team in all commercial aspects of the role including chasing overdue AMC renewals. Protect and ensure customers renew their AMC contracts by getting value through the software purchased whilst having an exceptional experience.
• Drive subscription renewals, expansion and cross-selling.
• Training and Guiding reporting team to be effective CS representatives driving Customer Relationship and Success

People Management Responsibility
(direct / indirect reports)

Global Remit

Operates in:

Key Relationships

(For new roles or where reporting relationships have change, please attach an organisation chart)

Internal
(excluding direct team and manager)

External

• Reporting Team
• Support Teams
• Development Teams
• QA Teams
• Customer Service Teams
• Commercial Teams

• Customers
• Agents
• 3rd Party Suppliers

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 reporting team to be effective CS representatives driving Customer Relationship and Success

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

• Articulate and document technical requirements to the development team, ensuring the solution meets the client requirements and is delivered in the most effective manner.

• Good stakeholder management client-side and internally.

• 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
• Visio diagram mapping

• 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.

• Report up through Customer Services & Customer Success to improve process, approach, and customer advocacy.

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 to configure the Coats Digital software and fully understand the contextual use of the solution