Department: AMCS
Location: Singapore, SG
Description
Are you a passionate, technical and enthusiastic Customer Success Manager with a wealth of experience managing Enterprise customers in the payment and/or crypto industry Are you looking for your next challenge in an emerging and exciting market If yes then we want to hear from you!
The Impact You Will Have
You will join our global Commercial team, and champion uncovering and developing new commercial opportunities within our base of existing customers. As
Customer Success Manager, you will be responsible for managing a nominated list of customers, mainly Enterprises. Your focus will be to drive profitable annual contract revenue contribution and increased market share from the Elliptic solution and service portfolio.
Working in partnership with the Customer Success team, you will manage the upsell sales cycle including identifying opportunities, qualifying, negotiating terms, developing custom proposals and closing upsells and renewals to ultimately deliver profitable revenue growth and >100% net account retention for those named accounts.
This is an exciting opportunity for an experienced and tech savvy individual looking for a role where you can make an impact not just on the company you work for but also on the market you work in. Fascinating and challenging work is the norm - working at Elliptic is never boring!
Key Responsibilities
You will be a great fit here if you:
- Have extensive Customer Success experience and can successfully manage, retain and lead expansion opportunities
- Have experience in working with a broad set of customers across the region
- Have experience creating and working with data flow diagrams of payment schemes and architecture
- Can understand the customer's business model, and how digital assets fit into their strategy
- Have the ability to analyse customer usage and engagement data to identify trends and opportunities for additional services
- Can manage difficult client relationships, such as churn or downsell conversation, and obtain the best outcome for both the company and our customers.
- Can evaluate customer needs and preferences in relation to pricing, product terms and conditions to ensure that client requirements are addressed in commercial proposals
- Have a collaborative mindset, and experience working with a larger account team, including Account Executives and Solutions Consultants
- Address problems immediately and can work across functions to solve problems
- Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team
- Have an understanding of complex B2B sales methodologies
- Are flexible, adaptable and comfortable with changing priorities
Our ideal candidate has:
- 5+ years Account Management experience selling SaaS solutions
- Experience working with customers distributed across multiple countries/states
- Strong relationship building skills, with track record of retention and generating net new business
- Demonstrated track record of success and quota over achievement - top 10% performer at your last company
- A collaborative mindset, and the ability to share the spotlight
- A strong work ethic and an entrepreneur's mindset. You're comfortable creating value in a low structure environment while being agile and resilient
- Interest and curiosity about digital assets and the crypto economy
Must Have:
- Payments and/or crypto experience
- Familiar with compliance workflows
- For APAC candidate - Mandarin speaking
Bonus Points for:
- Understanding of AML/KYC and Forensics space, either in cryptocurrency or traditional financial environments
- Experience selling SaaS solutions to Financial Services
- Borderline obsession with emerging technology
Skills, Knowledge & Expertise
You will be a great fit here if you:
- Have experience in Account Management and can successfully deliver an upsell target across target accounts, particularly in Financial Services
- Have worked across a broad customer base in the APAC region
- Are flexible, adaptable and comfortable with changing priorities
- Strong sense of curiosity and desire to deliver great customer experience
- Excellent communicator with strong interpersonal skills
- Use your analytical skills to analyse customer usage and engagement data to identify trends and opportunities for additional services
- Have managed difficult client relationships, such as churn or downsell conversations, and obtain the best outcome for both the company and our customers.
- Experienced in evaluating customer needs and preferences and being able to showcase real proof of value to our customers as they grow and expand with us.
- Have a collaborative mindset
- Address problems immediately and can work across functions to solve problems
- Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team
Our ideal candidate has:
- 3-5 years Customer Success or Account Management experience selling & supporting SaaS solutions
- Experience working with customers distributed across many internal teams
- Strong relationship building skills, with track record of building advocacy, retention and generating net new business
- Demonstrated track record of success and quota over achievement
- Able to work in a matrix organisation, and the ability to share the spotlight
- A strong work ethic and an entrepreneur's mindset. You're comfortable creating value in a low structure environment while being agile and resilient
- Interest and curiosity about digital assets and the crypto economy
Bonus Points for:
- Knowledge or experience in AML, particularly for crypto
- Experience working in the blockchain / Web3 industry
- Additional language skills: French
- Keen interest in public speaking and being present in events across the region
Job Benefits
- Competitive salary
- Share Options
- Holiday - 24 days of annual leave in addition to Singapore gazetted holidays
- Health insurance
- Personal training budget
- Laptop + equipment you need
- Home office allowance
- Full access to Spill Mental Health Support
