Customer Success Manager

Overview

Customer Success Manager – Malaysia (KL)

Kneat enables regulated organizations to move from paper-based validation to intelligent, digitized, paperless solutions. We launched Kneat Gx in 2014—the world's most advanced validation software—to help revolutionize the speed, precision, transparency, and intelligence of validation in the Life Sciences sector. Our solution is used by some of the world's leading Life Sciences companies.

What we're looking for

As Kneat continues to expand, we are looking for an enthusiastic Customer Success Manager to join our Operations Department. This role will be hybrid in nature and based in Kuala Lumpur, Malaysia.

Position overview

Kneat is seeking a Customer Success Manager (CSM) to drive customer satisfaction, successful product usage, retention, and growth. Our CSMs work to ensure customers achieve their desired business outcomes with our solution. Kneat CSMs have a laser focus on the business goals of the customer, creating success plans to drive value from the start, leading to expedited product adoption and customer retention, and in turn, boosting customer lifetime value.

Responsibilities

• Bring a consultative mindset to customer interactions. Facilitating customer requirements and providing high-value solutions. Build trusted relationships with assigned customers and act as their advocate within Kneat.
• Develop and execute a Customer Success strategy. Define and deliver upon a Customer Success Plan with each assigned customer – and drive that plan to demonstrable business outcomes.
• Present a 360° view of customers' key performance metrics and health scores. Drive overall customer engagement and lead periodic Business Reviews. Use product usage patterns to provide guidance and increase solution stickiness and satisfaction.
• Provide technical information and educate customers on product benefits – demonstrating the product, key features and paths to technical success.
• Capture customer feedback and report product enhancement requests.
• Develop and share best practices with team members.
• Support Account expansion plans in conjunction with the Kneat Account Manager. Identify growth opportunities within and external to the assigned portfolio.
• Work closely with Sales, Professional Services, Customer Support, Kneat Academy and Product Teams on all customer-facing activities.

Qualifications & skills

• Bachelor's degree in a technical discipline.
• 5+ years of experience in a customer-facing role (Customer Success, Customer Support, or Account Management).
• Knowledge of Quality and/or Validation Business Processes within the life sciences domain.
• Ability to build customer trust quickly and confidently.
• Strong presentation, meeting facilitation, and written communication skills.
• Confident, high energy, self-motivated, and a team player.
• Experience working with senior and executive-level customer contacts.
• Consultative mindset with a quick understanding of customer needs and industry.
• Excellent multitasking and project management skills.
• Proven understanding of life science regulations.

Preferred qualifications

• Experience in the Life Sciences, Pharmaceuticals, or Biotechnology industries.
• Knowledge of Agile and Lean methodologies.
• Experience with ChurnZero and Salesforce is a plus.
• Understanding and articulation of Kneat Gx capabilities.

What we offer you

At Kneat, we truly value ideas and collaboration so we've created an environment that builds, protects, and celebrates teamwork. Our strong culture is central to our continued success. We offer programs and rewards that one would expect from a highly successful and growing technology company.

• A fantastic culture, team, and energy.
• Competitive compensation.
• Comprehensive benefits package.
• Flexible work arrangements.
• Training and professional development.

Kneat is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to Equal Employment Opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

Reasonable accommodations may be made to enable qualified individuals with disabilities or special needs to perform these essential functions. If you have a disability or special need that requires accommodation to complete this application form, please contact us at +353 (0)612 038 26 (Ext 2004) or email us at hr@kneat.com for assistance.

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