As a Customer Success Manager at VisionTech, you will be the trusted partner for our clients, ensuring they adopt and realize value from our AI solutions. You'll lead onboarding, build lasting relationships, and help clients achieve their business goals while driving renewals, retention, and growth.
Key Responsibilities:
Onboarding & Implementation
- Lead clients onboarding and project setup.
- Ensure clients adopt solutions aligned with their business objectives.
- Conduct product training workshops, create docs and guides for end users.
Account Management & Relationship Building
- Serve as the main point of contact for assigned projects, building trusted advisor relationships.
- Proactively check in with clients to ensure satisfaction and alignment with business objectives.
- Identify opportunities for upsell and cross-sell across VisionTech's AI solutions (e.g., AI Sales, AI Customer Service, AI Commerce, etc.)
- Capture client feedback and advocate for their needs internally to drive project/product enhancements.
Customer Success Planning & Growth
- Track and communicate success metrics (ROI uplift, cost reduction, faster decision- making, etc.) to prove business value.
- Partner with Marketing on customer success stories and references.
Support & Issue Resolution
- Collaborate with the Engineering teams to troubleshoot issues raised by clients.
- Escalate complex technical issues to product/engineering with proper context and follow up until resolution.
- Ensure SLAs and response time commitments are met, contributing to customer satisfaction scores.
- Act as the client's voice internally to shape project/product improvements.
Engagement, Retention & Renewal
- Monitor client health and usage patterns.
- Drive retention and renewal conversations by showcasing tangible value delivered.
- Anticipate risks and implement strategies to mitigate churn.
Reporting & Insights
- Provide leadership with data-driven insights to improve customer experience and outcomes.
Internal Collaboration & Knowledge Sharing
- Provide regular feedback to Product and Engineering teams based on client insights and usage patterns.
- Collaborate with Marketing to develop client-facing collateral (FAQs, case studies, success briefs).
- Share client best practices internally and mentor junior team members to improve service delivery.
Qualifications:
- Bachelor's degree in IT, Computer Science, Business, or a related field.
- Proficient in English and Mandarin (verbal and written)
- 35 years of experience in Project Management, ideally in SaaS, enterprise software, or system integration projects.
- Proven track record in customer-facing roles such as Customer Success, Implementation, or Account Management.
- Strong knowledge of project management methodologies (Agile, Waterfall, or hybrid).
- Familiarity with cloud-based solutions, APIs, and system integration concepts.
- Excellent communication, stakeholder management, and problem-solving skills.
- PMP, PRINCE2, Agile, or Scrum certification is a plus.
