Head of Customer Success (CX, Customer Transformation Program)

Urgently hiring for one of our direct clients in the Malaysia.

Job Title: Head of Customer Success

Location: KL (Onsite)

Responsibilities

• Develop and execute the business strategy (WW SwC and Functions) for Customer Success KL team in conjunction with KL and Customer Success leadership teams across the globe;
• Build and lead the Customer Success team of experienced and highly capable individuals that manage customer relationships and understand their strategy, desired outcomes, technical landscapes and business goals;
• Own and drive P&L/KPI performance, managing CX, revenue, margin, eNPS, renewal rate and ensuring we deliver on our targets;
• Drive cross-functional alignment and execution, ensuring seamless collaboration between teams;
• Deliver measurable outcomes; in particular, driving adoption of Access products and services on scalable and replicable fashion;
• Define and optimize the custo...