Singapore
I. Solve. Problems.
I. Make. Commerce. Better. For. Everyone.
• Senior CSM based in Singapore servicing the SEA region (SG/MY/HK) and manages over 40% of SG revenue • Planned, shared and helped implement customer life-cycle journeys for top-tier customers with web+app traffic of over 7 million sessions/mth on over 2.5 million unique users/mth with omni-channel marketing automation and seamless data sync between marketing platforms and CDP • Representative of APAC region on 2 internal product (Mobile App & Email) council teams to bridge the gap between customers needs and product offerings • APAC representative on the OKR Ambassador team to help drive progress and push for completion of regional OKR
• Key CS personnel for IN-SEA-AU region and manages over 75% of IN-SEA-AU accounts • Manages international clients from SG, IN, MY, ID, VN, TH, CN, KR, AU, NZ • Manages over 70% of IN-SEA-AU revenue and over 10% of global revenue • Grew a top-tier account over 600% in gross revenue QoQ in Q4 2020 • Plans and presents quarterly forecast and bottoms up revenue numbers to top management for IN-SEA-AU accounts
• responsible for dedicated assignments during client on-boarding projects • consult on existing email template layout • help plan overall digital marketing strategy, segmentation and automation to achieve customer's business objectives • create/adapt a solid foundation for existing automation programs • recommend best practice automation programs for lead acquisition, lead qualification, first time buyers, retention of buyers and re-engagement, based on software • handover roadmap documetation for Project Management team and Solution Architects • train customers on the usage of the bought modules in order to reach the agreed roadmap and handover to Client Success Manager • monitor industry changes and propose new ideas internally on a monthly level • interact with Product Management on feature requests • interact with Marketing department for case studies and new blog entries
• full account management lifecycle (setup, custom implementation and on-going development) • management of customer relationships for client satisfaction, account retention and revenue growth • analysis of email marketing activity and performance as well as suggestions for account development • presentation and training of email marketing software to new and existing customers • ensure tasks/projects are completed on time and meeting client satisfaction