Customer Success Manager - APAC

The Customer Success Manager at Vasion will be responsible for understanding client goals and pain points, achieving sales quotas, and building strong relationships. This role involves direct communication with customers, collaborating effectively with internal teams, and utilizing CRM software to manage accounts meticulously.

To qualify for the position of Customer Success Manager at Vasion, candidates need experience in SaaS-related B2B sales, proficiency with CRM systems (preferably SFDC), and a strong record of meeting targets. Additionally, excellent interpersonal skills and business acumen are essential for success in this role.

Vasion is committed to the growth of its employees, offering training and resources to develop knowledge of industry trends and company products. This role includes exposure to various teams, contributing to a holistic professional development environment that fosters learning and career advancement.

The Customer Success Manager role at Vasion is unique due to its focus on genuinely understanding and resolving customer challenges, creating lasting relationships, and directly influencing revenue growth. Coupled with Vasion's vibrant company culture that prioritizes work-life balance, it’s a fulfilling position for those passionate about customer success.

Customers Success Managers at Vasion will experience a supportive, remote working environment that encourages collaboration across various teams. Vasion fosters a culture of empathy, innovation, and extreme ownership, making it an inspiring place for passionate individuals to thrive.

When prioritizing customer needs, I focus on understanding the client's business objectives and pain points. I ensure to maintain open channels of communication, enabling clients to express their needs and update me on any changes, so I can align our offerings accordingly.

Absolutely! One time I engaged with a client who was frustrated with our implementation process. I scheduled a meeting to understand their concerns, identified the obstacles, and collaborated with our tech team to provide tailored support and solutions, resulting in not only salvaging the relationship, but also earning the client’s loyalty.

To manage and exceed sales targets, I set clear monthly and quarterly goals, monitor my performance regularly, and utilize data from CRM tools to identify potential upsell opportunities. I combine these insights with client-focused strategies that elevate their experience with our products.

Building rapport with clients starts with active listening and understanding their business needs. I engage in regular check-ins, take the time to celebrate their successes, and always follow through on commitments. This approach cultivates trust and a positive ongoing relationship.

I rely heavily on CRM tools like SFDC to manage relationships. These platforms allow me to track interactions, set reminders for follow-ups, and maintain detailed records, which helps me stay organized and ensures that I provide tailored solutions and timely responses to clients.

The key to successful customer engagement lies in being proactive. I focus on anticipating customer needs, ensuring they are aware of updates or changes to our products, and offering insights into how we can help them achieve their goals more effectively.

In high-pressure situations, I prioritize staying calm and focused. I assess the problem, communicate transparently with the client about the issue, and provide timely updates while collaborating with my team for a swift resolution. This helps reassure customers that we are dedicated to solving their challenges.

I ensure clients are successfully onboarded by conducting personalized kickoff meetings, offering comprehensive training sessions, and providing easy access to onboarding resources. I also follow up regularly during the initial phase to address any questions or concerns they may have.

I gauge customer satisfaction through regular feedback loops, such as surveys and direct conversations. Additionally, I pay attention to metrics like Net Promoter Score (NPS) and customer retention rates as indicators of overall satisfaction.

My approach to handling customer complaints starts with empathy and active listening. I validate their concerns, gather all necessary information, and work towards a resolution while keeping them informed throughout the process. This communication builds trust and demonstrates our commitment to their satisfaction.