Account Manager managing key customer relationships at Bureau Veritas. Focused on business growth, value - added services, and strategic communication in Shanghai.
About the role
- Customer Success Manager ensuring customer satisfaction and delivering technical support in APAC region. Collaborating with customers to optimise their Highspot investment for maximum value.
Responsibilities
- Serve as the primary relationship owner and trusted advisor for a portfolio of APAC customers.
- Deeply understand your customers’ business goals, enabling you to identify opportunities for expanded value and deeper engagement.
- Manage relationships with key stakeholders across Enablement, Sales, Marketing, Operations, Finance, and IT at all organisational levels (ATL, OTL, BTL).
- Lead and deliver critical customer milestones, including Mutual Success Plans, Solution Health Reviews, and Strategic Business Reviews.
- Ensure renewal success, identify expansion opportunities, and mitigate churn risk.
- Collaborate with customers to create and execute mutual success plans aligned to business outcomes.
- Analyse your portfolio to identify risks, opportunities, and priorities for maximum impact.
- Drive customer adoption and engagement to ensure tangible ROI and platform advocacy.
- Coordinate with internal teams, including Deployment Consultants, TAMs, Support, and Professional Services, to optimise solutions and resolve challenges.
- Help customers mature their enablement programs, translating business goals into measurable success outcomes.
- Act as a product expert, providing customers with technical guidance, best practices, and solution advice tailored to their environment.
- Partner closely with technical stakeholders to support integrations (CRM, SSO, APIs) and optimise platform performance.
- Proactively identify and troubleshoot technical challenges, ensuring timely and effective resolutions in collaboration with Product & Engineering.
- Translate customer feedback into actionable insights for internal teams to drive product enhancements and feature improvements.
- Support deployment and configuration discussions to help customers operationalise Highspot effectively within their tech ecosystem.
- Own the customers’ execution plan, helping them turn their success plan into an actionable change within their platform that drives incremental value over time.
- Demonstrate your acumen for innovation by identifying opportunities for product enhancement, feature refinement, and process optimisation, guided by valuable customer feedback.
- Manage customer expectations and deliverables through effective communication and stakeholder management.
Requirements
- 3–5 years of experience in Customer Success, preferably with a background in a technical role or a similar post-sales role in SaaS or enterprise software.
- Proven track record of managing and growing strategic customer relationships and driving measurable business outcomes.
- Strong technical aptitude and ability to quickly learn and troubleshoot complex systems and integrations.
- Excellent communication and presentation skills, with the ability to synthesise complex ideas for both technical and non-technical audiences.
- Strong project management skills to coordinate multi-stakeholder engagements and execute success plans.
- Skilled in consulting with executive and technical stakeholders alike, aligning product capabilities to business objectives.
- Ability to thrive in ambiguity, create structure, and drive clarity in a fast-moving, global environment.
- A collaborator at heart, you bring integrity, curiosity, and a solution-oriented mindset to every customer interaction.
- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Benefits
- Competitive compensation including equity so you feel like you have a piece of the pie
- Flexible Leave Balance
- Quarterly Recharge Fridays (paid days off for mental health recharge)
- Holiday week off between Christmas and New Year
- Company social events throughout the year
- Meaningfully contribute to a compelling vision
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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