Head of Customer Success

Job Responsibilities
Reporting to SVP & Head APAC, you will be a key strategic driver for establishing Tapad’s Identity platform in APAC. Your job is to ensure customer success for our marketer partners by utilizing the Tapad platform to achieve their digital sales and distribution goals. Focusing on Tapad customers in APAC, you will have end-to-end responsibility for data on-boarding, identifying relevant marketing use cases, campaign execution and ongoing optimizations of relevant workflows. You are able to leverage your expertise in data-driven marketing to identify growth opportunities. You are highly service-oriented and ensure that our customers are empowered to create maximum value through the use of Tapad’s platform.

Responsibilities

• Serve a portfolio of strategically important Telco accounts and be accountable for customers' success with Tapad's Data & Distribution platform
• Identify local data partner and liaison with internal BD teams
• Identify and manage local resellers
• Pre-sales and account management for Tapad's identity solution
• Create and own plans for launching and scaling of each assigned account
• Ensure positive business outcomes for customers, as reflected by increased usage of the platform and customer satisfaction
• Develop trusted relationships with decision makers in each account, understand their strategic goals, and develop customer success plans to further these goals
• Collaborate with relevant teams in Tapad (Sales, Engineering, EPL etc) and orchestrate necessary resources to execute customer success plans
• Maintain a deep understanding of relevant technology and products in order to be an effective strategic advisor to customers
• Understand the level of adoption of Tapad's technology and products, and assess customer risks
• Provide world-class service and partner training
• Provide structured input to relevant product development teams based on partner feedback
• Responsible for customer satisfaction
• Conduct QBRs with all paid and trial customers
• Responsible for contract maintenance and renewal
• Recurring regional travel required

Skills Required

• Self-starter who thrives in a fast-paced environment
• Proven ability to work independently and deliver impact across multiple functions in a start-up / early phase environment
• Proven track record of creating customer success
• 5+ years experience in SaaS sales, customer success management or consulting
• Deep knowledge of the adtech/martech ecosystem, its workflows and the opportunities and challenges it presents
• Deep understanding of people marketing and the various data sources needed to facilitate it
• Ability to evangelize the value of new technology platforms
• Excellent communication skills