Customer Success Manager(SaaS/IoT)

Mission:

Shanghai, China Akila is building the nervous system for the physical world. Our AI-native Operational Digital Twin platform gives organizations a continuously evolving system of record for their physical operations — combining evidence from people, documents, systems, assets, spatial models and live data so that anyone can ask an operational question and receive an evidence-backed answer that nobody had to prepare in advance. We deploy across large real-estate, industrial and infrastructure portfolios worldwide, and we are looking for a dedicated Customer Success Manager (CSM) to join our team and drive customer satisfaction, reduce churn rates, and facilitate the rapid deployment and scaling of our systems at customer sites.

Key Duties and Responsibilities:

Customer Relationship Management

• Develop and maintain deep, long-lasting relationships with customers by mapping and understanding client stakeholders and their needs and goals.
• Act as the lead point of contact for customers, ensuring their concerns are addressed promptly.
• Regularly engage with customers to assess their satisfaction, identify pain points, and provide solutions to enhance their experience.
• Deployment and Onboarding
• Oversee the successful deployment of SaaS solutions and hardware installations at customer sites.
• Work closely with technical teams and project manager to ensure smooth onboarding, training, and configuration of systems.
• Facilitate the customer’s onboarding process by providing guidance, documentation, and training resources to maximize the adoption of the solution for the various stakeholders.

Customer Expansion (ramp-up)

• Identify upselling and cross-selling opportunities to increase the adoption of additional features, services, and solutions.
• Collaborate with the sales team to drive revenue growth through existing customer accounts.
• Create and execute account expansion plans based on customer needs and objectives.
• Geographical Scaling:
• Develop strategies with sales team for scaling systems geographically across multiple customer sites.
• Ensure the seamless integration and functionality of our solutions at each new location.
• Monitor and optimize the performance of systems across different geographic regions.

Churn Reduction

• Proactively monitor customer health and usage patterns to identify potential churn risks.
• Develop and implement strategies to reduce churn rates, including creating personalized retention plans.
• Collaborate with cross-functional teams to resolve customer issues and improve product/service quality.

Skills, Competencies and Qualifications:

• Bachelor's degree in Business Management, Environmental Engineering, Architecture or related fields.
• 5+ years of experience in customer success or account management in the technology industry, preferably working with enterprise clients.
• Strong understanding of SaaS platforms and hardware installations, inline with business models and software development lifecycles.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Aptitude for quickly grasping technical concepts and effectively communicating them to non-technical stakeholders.
• Proven ability to manage complex projects and timelines, and to prioritize and multitask effectively.
• Strong analytical and problem-solving skills, with the ability to work collaboratively with cross-functional teams identifying and addressing customer needs and requirements.
• Proficiency in analyzing customer data and metrics with the customer to enable them to make informed decisions.
• Provenproject management skills to oversee a project team’s deployment and scaling efforts.
• Experience working with the built environment is a plus.