customer success manager in kuala lumpur

posted
contact
randstad sourceright
job type
permanent
apply now

job details

posted
location
kuala lumpur, wilayah persekutuan
job category
Other
job type
permanent
reference number
1351
contact
randstad sourceright
apply now

job description

Customer Success Manager APAC Tech - Is a post implementation function, that looks after tech onboarding/go-live and ensure continuous value creation by driving focused initiatives on tech adoption and strong ROI return. The role is critical in driving the transformation of RSR’s tech process across complex organisations using a consultative approach, alongside the application of technology. Working closely with Tech Configuration team, Business Transformation/implementation team and Client Services Directors

 

Reporting line: This person will report to associate director, compliance & technology


Location: Any part of APAC countries with Randstad entities, first preference is in Kuala Lumpur

 

What does the person do: 

  • Ensure long term success of tech utilisation/adoption within operations teams for the clients. 
  • Deliver best practices of RSR Tech stack with our operation teams/client, to enable operation team as “tech agile”. 
  • Co-develop technology roadmap by account/region, collectively with the operation leaders for a specific, realistic, actionable and measurable roadmaps that will improve/transform RSR delivery capabilities to the client and achieve client’s business goal. 
  • Understand account commitments and pain points and drive escalation of account issues, coordinate key resources in the escalation process, and project manage the issue through resolution. 
  • Proactively identify process & system opportunities for better system experience & efficiency optimization.
  • Initiate deployment plan for identified CI effort/tech roadmap, to support account teams. Including resource coordination and planning (internal teams & external vendors), and execution of tech roll out/deployment according to plan. 
  • Keep track of success matrix of each technology (including adoption, usage/utilisation, effectiveness, ROI etc). 
  • Ensuring new feature releases within the different technology are communicated effectively within the different operation teams, and support the ops team to effectively utilise/adopt the changes. 
  • Lead initiatives that drive high adoption rates of technology products through education plans and customized webinars and learning plans as well as proactive engagement with users across accounts and region 
  • Apply data and intelligence to solving business problems
  • Effective vendor engagement - ability to work with different tech vendors (across multi-timezone) to communicate, develop, roadmap features/requirement in improving overall tech experience/efficiency to our end clients. 
  • Participate on Quarterly Business Review’s with Technology partners 

 

Experience 

  • Strong understanding of HR tech space
  • Experience with working in complex org structure
  • Ideally been in a configuration role at some stage 
  • Stakeholder management
  • Some experience in continuous improvement/process optimisation would be good to have 

Skills 

  • At Least 5 years experience in HR technology, prior experience with any CRM/ATS is highly desirable 
  • Embody strong account management skills; comfortable and seasoned in managing external partners and providing exceptional customer support
  • Able to work with all levels of individuals 
  • Project management, scrum or agile thinking 
  • Advisory skills
  • Excellent presentation skills
  • Highly organized and able to multitask
  • Experience in document creation/maintenance is highly desirable
  • Self-starter and demonstrate strong time management skills
  • Proven experience working in a matrix environment, managing multiple stakeholders.