Customer Success Manager

2 weeks ago

Makati City, National Capital Region, Philippines Indicia Worldwide Full time

About us

Indicia Worldwide is an insight and technology-led communications agency with global production expertise.

Why we exist: we create new value

At Indicia Worldwide, our philosophy is one of 'creating new value'. We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and reducing costs in marketing execution. For our clients and their customers, we are building mutually-beneficial partnerships. We see this proposition, built around the perfect balance of efficiency and effectiveness, as pioneering, entrepreneurial and, above all else, sustainable.

Our substantial investment in our technology and data science capability, and resource, provide our differentiation in the marketplace. Data insight and marketing technology allow us to measure our work, evidencing ROI as the most critical metric in today's environment.

We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

As a business we draw on a rich heritage from the worlds of print, creative production, retail, data, digital, tech and creative, bringing these disciplines together to support global brands with their omnichannel marketing activation needs.

We believe in what we do. We believe this proposition makes us unique. We have the capacity to redefine the way marketing is activated for our clients across the globe. Now, and well into the future.

The output: Improved client performance by engaging consumers with brand ideas better, faster and more cost-effectively, across every step of a brand's journey to market.

Purpose of the role

Responsible for the following key activities within the Technology function.

  • Ensure our clients and users are deriving optimal value from our technology offering and internal and customer expectations are well managed to help drive ROI on our technology investment.
  • Support and maintain user adoption and retention by monitoring user engagement
    and working with key client stakeholders to address any issues or barriers to customer satisfaction, solution evolution and revenue growth.
  • Be the Voice of the Customer by feeding back proposed product enhancements that will maximize usage, utilization, and utility across all clients.
  • Develop a deep understanding of the client business to help identify growth opportunities for wider application of the In Touch platform or other products and services.

Client Adoption

  • Provide Tier 1 training to internal and external stakeholders on the use of Indicia technologies to ensure users understand the core functionality and benefits that can be gained from our technology solutions.
  • Identify barriers associated to onboarding new clients and client adoption of new features and functionality and proactively work to mitigate them

Client Service

  • Develop and build partnerships with key client stakeholders. Engage and communicate with clients regularly to understand their needs and identify any barriers to adoption, usage and utilisation.
  • Gain deep insight into client business objectives to help inform product roadmap and strategic direction for the In Touch platform and associated technologies.
  • Responsibility for overseeing the monthly APAC SaaS invoicing process, ensuring invoices are paid on time and purchase orders are renewed as needed.
  • Become an Indicia technology subject matter expert, developing and maintaining a deep understanding of our client needs and the broader marketing production technology landscape.

Client Retention and Growth

  • Identify continuous improvement opportunities and work within defined customer adoption and retention strategies to maximize usage, utilization and utility.
  • Identify growth opportunities and risks within client relationships to foster client retention.
  • Understand the client business and their challenges to help identify opportunity opportunities for wider application of the In Touch platform or other Indicia products and services.
  • Deliver a monthly service review to nominated client accounts (either working with client service teams or independently for SaaS clients)

Skills, knowledge, experience and exposure

  • Previous customer success experience of 3+ years working with proprietary tech solutions.
  • Demonstrated experience working with Marketing or Studio user base.
  • Exposure working with Media, Technology, Retail, Automotive, Financial Services, Pharma, FMCG or Beverage sectors is desirable but not essential.
  • Maintain and evolve client specific documentation including workflows, customisations, configurations, tailored training materials and key client contacts for service continuity across team and other functions.
  • Monitor usage and user adoption and engage users and clients to listen to feedback and understand underlying issues.
  • Assess and triage client enquires and determine appropriate course of action needed from internal functions

The mindset to navigate the role

  • Relationship building - proven ability to establish strong relationships – both with internal stakeholders and external customers and users
  • A solution orientated and resolutive mindset, where problems are just the start lane for the solutions.
  • Being proactive and positive, being motivated by the prospect of being challenged, always looking to make a positive impact and drive continuous improvement.
  • Customer focused.

The softer skills that we believe will help you thrive in this role

  • Self-starter, able to be autonomous in their day-to-day activities once established.
  • Excellent organisational and time management skills.
  • Excellent interpersonal skills and ability to develop relationships with clients remotely.
  • Team player with the flexibility to work with virtual teams spanning multiple geographies, cultures, and time zones.
  • Desire to learn and proactively build up a knowledge base.

Role Requirements

  • The hybrid work model applies to this role which requires to come to the office in Manila, PH office whenever needed. You will be expected to perform in a flexible environment but ensuring delivery.
  • The Customer Success manager will be expected to deal with complex tasks and challenges with autonomy while ensuring alignment with company's strategy and directives.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.


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