DC Byte is a leading provider of data centre intelligence and market analysis solutions, specializing in providing real-time data and insights to data centre operators, investors, funds, consultancies and industry stakeholders. With our extensive industry expertise and innovative approach, we empower clients to make informed decisions and achieve operational excellence. As we expand our presence in Singapore, we are looking for a highly motivated and experienced Customer Success Manager to join our team.
Job Overview
As the Customer Success Manager at DC Byte’s APAC hub office in Singapore, you will be responsible for maximising the value of the service we provide to our customers. You will be responsible for working with the other CSMs to implement and improve the customer success role within the APAC region. You will work with the Senior Leadership Team and the CSM team members to refine processes, strategies, and frameworks to ensure our clients receive maximum value from our subscription solutions and our bespoke consultancy offerings.
DC Byte is predominantly a subscription-based business, with a relatively small number (around 100) of high value customers, so every customer is very important to us. The CSM APAC role is pivotal in solidifying long term relationships with our clients, and will require strong leadership, strategic planning, and hands-on execution.
Key Responsibilities
- Implement and refine the Customer Success Division in APAC:
o Using the processes established in our London office, to implement a comprehensive customer success strategy that aligns with DC Byte’s business objectives.
o Establish customer success processes in region, including onboarding, training, support, renewals and ongoing account management.
o Work with sales, research, operations, and product team to ensure alignment across divisions. - Customer Onboarding and Engagement:
o Execute and improve onboarding programs to ensure customers successfully integrate and utilise DC Byte’s solutions.
o Proactively engage with customers to understand their needs, goals, and challenges, ensuring they derive maximum value from our offerings.
o Conduct regular check-ins, reviews, and health assessments to maintain strong client relationships.
o Seek to expand the use of DC Byte’s services across as many of a customer’s teams and roles as possible.
o Seek to increase the number of areas within existing teams that we are able to provide value-add support. - Process Optimization:
o Work with CSM team members to identify and propagate best practices for customer success operations across the group, focusing on scalability and efficiency.
o Keep and improve standardised documentation, resources, and communication templates to support customer interactions.
o Working with the CSM team members across the group, to continuously evaluate and refine customer success processes based on feedback and performance metrics. - Client Retention and Growth:
o Monitor customer satisfaction and address any issues or concerns promptly to ensure high levels of customer retention.
o Identify opportunities for upselling and cross-selling additional services or solutions.
o Collaborate with the sales and product teams to align on customer needs and product development priorities.
o Build and maintain positive relationships among our customers, including key decision makers, influencers and power users.
o Hold regular in-person meetings with customers to help understand improving our value driven approach to CS. - Data-Driven Decision Making:
o Ensure that all relevant CSM data is captured within ChurnZero and HubSpot environments and maintain accurate records at all times.
o Analyse customer data to identify trends, pain points, and opportunities for improvement.
o Provide regular reports and insights to senior management on customer success metrics and overall client satisfaction. - Advocate for the Customer:
o Act as the voice of the customer within DC Byte, providing feedback and recommendations to enhance our products and services.
o Work closely with the Product Manager to understand how our service aligns with the customers’ needs, and where we can improve it, and communicate what improvements we are undertaking based on feedback.
Desired Skillset
- Bachelor’s degree in business, marketing, or a related field.
- 3+ years of experience in customer success, account management, or a related role, preferably within the consultancy, data centre, technology, or SaaS industries.
- Proven track record of driving customer engagement and retention.
- Proven track record of working with large businesses and funds.
- Excellent communication, interpersonal, and relationship-building skills.
- Analytical mindset with the ability to use data to drive decision-making and improve processes.
- Self-starter with a proactive approach to problem-solving and the ability to work independently.
- Experience working with customer success software.
Remuneration and Benefits
We offer a competitive remuneration package which includes base salary, annual bonus, and travel opportunities. The role also offers rapid career progression both within the company and in a fast-growing international industry.
Benefits include comprehensive medical coverage for employees and flexible work arrangements.
DC Byte Values
- Powered by people – In an industry all about data and tech, we strive to always centre the humans. We believe we work best when we’re allowing people to be themselves.
- Be a pioneer – We’re curious. We’re innovators. We strive to blaze a trail but make sure to bring everyone along with us.
- Be transparent – We make our best decisions when we have all the data available to us. We’re honest and always manage expectations, with our clients and our colleagues.
- Own your impact – We share what we’re going to do. We do what we say we’re going to do. And most importantly, we always show up.
- Build together – We win as a team and we fail as a team. We’re collaborative to a fault, and we leave our ego at the door.
Timing
We are aiming for this role to start on the 1st of January 2025.
If you would like to be considered for the role, please email james.murphy@dcbyte.com and let us know what interests you about the job. We look forward to hearing from you.
