Senior Strategic Account Manager

Backbase

Meet Backbase We empower banks to innovate like a Neo bank. With our digital-first and AI-powered banking platform we help them to become the bank that people love. We have made it our mission to be the preferred banking app for 10% of the world’s smartphone users. We are here to make a positive impact on people’s daily lives by making finance easier, and to turn banking into valuable experiences. We see opportunities and take the leap. Having the guts to push limits and break barriers to make things happen. We learn and reinvent ourselves for maximum impact, never giving up. We are creators, with a human centric mindset that love what they do and bring fun to any challenge. Together we’re impacting millions of lives globally, have fun and feel proud when our vision is delivered. Next day - we wake up, and raise the bar a little higher. We are Dutch-born but global and diverse, just like the world we operate in. 45+ nationalities with an immense range of skills, experiences, and knowledge forge our global team. Our HQ is based in Amsterdam and we already have global offices in Dubai, Singapore, Toronto, Atlanta and London. Many tier 1 and 2 banks across the world are already benefiting from our superior digital experiences that our platform provides. Our efforts haven't also gone unnoticed by the industry analysts such as Gartner, Forrester and Ovum who rank Backbase on top in terms of omni-channel banking platform capabilities. The job in short As a Customer Success Director at Backbase, you will be at the forefront of driving customer satisfaction and success across the region. You will be responsible for ensuring that our customers derive maximum value from Backbase’s Engagement Banking Platform. This role involves frequent travel across the region and requires a strong ability to build and maintain relationships with key stakeholders at all levels, from C-suite decision-makers to programme leaders. Your mission is to foster product adoption and license consumption, enhance customer satisfaction, and contribute to Net ARR Growth by ensuring that our customers successfully leverage Backbase's solutions to achieve their business goals. What you'll do Customer Relationship Management:  ● Develop and nurture strong, long-lasting relationships with key customers across your region; ● Regularly engage with senior stakeholders to understand their evolving needs and expectations throughout the software development lifecycle, positioning yourself as a trusted advisor and valuable resource; ● Facilitate complex discussions that involve multiple stakeholders, helping to align their goals with Backbase's solutions and unblocking any adoption and license consumption challenges. Value Maximization: ● Collaborate with customers to identify opportunities to maximize the value they derive from Backbase products; ● Work with Backbase Customer Advisory to localize business cases. Provide strategic guidance and best practices to ensure business cases align to the region and bank specific goals, ensuring customers are fully utilizing the range of product capabilities available to them; ● Proactively identify and address potential challenges, working towards solutions that align with the customer’s business objectives; ● Develop joint success plans with senior stakeholders, with clear objectives that are aligned with their strategic goals; ● Actively work with the customer on roadmap planning to track and ensure the realization of the business case throughout the programme lifecycle. Advocacy Building:   ● Identify and cultivate customer advocates who are willing to share their success stories and experiences with Backbase solutions; ● Collaborate with marketing teams to create case studies, testimonials, and other materials that showcase customer success. Feedback Collection and Product Improvement:   ● Gather and analyze product utilization, and end user feedback on product experiences, providing actionable insights to R&D and steward the Request for Feature (RFF) process as a joint responsibility with the Services team; ● Act as a bridge between customers and Backbase’s product development organization. Work with the Backbase UX Research team, ensuring that customer needs and suggestions are considered in future product enhancements. Account Management:   ● Proactively manage renewals by aligning customer success plans and business cases with value realization, ensuring continued customer satisfaction and retention; ● In collaboration with Sales, identify opportunities for account growth by understanding the banks’ business dynamics and leveraging them to expand ARR.  Who you are ● Education: Bachelor’s degree in Technology, Business, or a related field; ● Experience: 10+ years of experience in a customer-facing role, including consulting, customer support, delivery or account management in the APAC region, with a focus on customer success in the technology or software industry; ● Technical Acumen: Previous experience in roles requiring technical understanding, particularly in customer success management within a software company; ● Language Proficiency: Fluent in English, with strong written and verbal communication skills; ● Customer-Centric Mindset: Passionate about delivering success for customers, with a deep commitment to understanding customer needs and delivering solutions that exceed their expectations; ● Results-Driven: Strong focus on customer satisfaction, with the ability to analyze data and provide actionable insights and maintain dashboards that drive product adoption and customer success; ● Relationship Builder: Exceptional communication, presentation, and interpersonal skills, with the ability to challenge, negotiate, influence, and persuade stakeholders; ● Autonomous and Cross-Functional: Ability to work independently, take ownership of customer success initiatives, and drive results, while collaborating across teams with Sales, R&D and Services colleagues, as well as Backbase’s partner network. ● Organizational Skills: Capable of prioritizing tasks, multitasking, and demonstrating adaptability in a dynamic environment. ● Commercial and Functional Acumen: Understand the unique cultural and digital trends in the customer’s market and speak to business drivers, with a strong focus on maximizing value for customers. Experience in banking or other Financial Services is a plus. ● Frequent Traveler: Willingness to travel frequently across the APAC region to engage with banks and ensure their success with Backbase. This role offers a unique opportunity to make a significant impact on Backbase’s customer success, helping our customers achieve their strategic goals while driving growth and adoption of our engagement banking platform and other solutions. Are you ready to join us for a journey instead of a job?

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join:  We are looking for a talented and experienced person, who will look after a variety of Safety concerns for our community, including but not limited to: Discrimination, Personal Safety Threats, Domestic Violence, Suicide or Self Harm, Child Exploitation, Physical Assault and Sexual Assault, Drugs activity, Sex Work and Human Trafficking.   The successful candidate will demonstrate an excellent understanding of how to properly identify threatening and harmful circumstances, empathetic communication, use of good judgment,  and quick decision making, with the goal of providing the best support possible for the Survivors and restore their status quo.  This is a full time position based in Singapore. This position is a frontline, contact center role interacting directly with the customers. Successful candidates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.        As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.        A Typical Day: The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed. Complex case management: Has “perfected the core” of your role of providing the highest level of service to our community  * Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone * End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines  * Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate * Takes on casework at a degree of severity/complexity under close supervision * Ability to recognize & assess threatening & risky behaviors * Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval * Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work  * Understands multiple perspectives on a topic or situation * Able to evaluate and present multiple options for addressing a problem * Can be brought to engage more with senior stakeholders with help from management Combining efficiency with quality:  * Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution Participating in the Safety Service improvement: Leverage your functional operational knowledge to support the team succeed * Help document ways of working, best practices, and the norms for your service(s) as requested by management * Provides technical/functional/SME to less experienced members of the team. Stakeholder engagement: Beginning to explore network with other Delivery teams and key functional partners * Displays openness and approachability when resolving issues * Understands key drivers of your role and how they relate to one another Your Expertise: YOUR BACKGROUND & EXPERIENCE * 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts * Hospitality experience is a plus, in particular working for technology platforms. * Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs * Ability to work in a high-pressure environment interacting with sensitive, confidential, and potentially traumatic imagery, conversations, and other materials YOUR SKILLS & EXPERTISE * Very good interpersonal and communication skills, both written and spoken, including conflict resolution. * Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time * Basic computer literacy, including Apple/Mac OS and Google Suite * Language proficiency in English, other languages are a plus * Able to assess risk accurately, understand level of urgency, exercise good judgment when it comes to risky situations, and share the most pertinent information with stakeholders * Ability to adapt to new tasks and responsibilities as needed.  * Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.  * Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

Agoda

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.     Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.   No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. The Opportunity:  As a Senior Strategic Account Manager, you will be the main contact between our accommodation partners and Agoda, with the responsibility of nurturing the relationship with our key supply partners and driving mutual growth. A key responsibility in developing our business is the ability to identify and acquire new sources of supply and product offerings within an assigned territory while maintaining existing relationships.    In this Role, you’ll get to:  * Develop long lasting relationships with key supply partners to enable Agoda’s growth in the region  * Maintain regular and meaningful engagement with Agoda’s key supply partners  * Analyze large datasets to propose tailor-made solutions to Agoda’s supply partners  * Leverage analytical and problem-solving skills to identify new opportunities to grow Agoda’s business  * Train and inform clients of both new and existing technologies, tools, and models  * Prepare materials to aid in growing our business during partner meetings   * Respond to partners requests in a timely and effective manner  * Gain buy-in from relevant stakeholders to execute strategies and help launch promotional campaigns to enhance productivity and maintain Agoda’s competitiveness  * Leverage product offerings to match market demands to maximize our ability to convert passive customers into active ones  * Deliver on country KPIs, growth targets and country strategic initiatives  * Support the Area Manager in preparing country reporting for senior stakeholders    What you’ll Need to Succeed:   * Minimum 5 years of enterprise sales, business development, and/or account management experience  * Strong interpersonal skills and the ability to influence both external and internal stakeholders  * Experience in internet/e-commerce preferred  * Strong analytical and problem-solving skills  * Team player with a professional "get it done" attitude and strong work ethic  * Proven success in acquiring, building, and maintaining long-term customer relationships  * Demonstrated experience mentoring, coaching, and influencing teams to drive performance and business outcomes  * Proven experience engaging, negotiating, and building relationships with C-level executives and senior decision-makers  * Adapts well to change and can work in a fast-paced environment  * Ability to create new and innovative ideas  * Strong proficiency in both English and Japanese  * Bachelor's degree    It’s Great if you have:  * MBA or Master’s degree  * Experience in Travel industry    #AccountManage #Sales # Consulting #StrategicThinking #Tokyo        PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.     DISCOVER MORE ABOUT WORKING AT AGODA * Agoda Careers https://careersatagoda.com * Facebook https://www.facebook.com/agodacareers/ * LinkedIn https://www.linkedin.com/company/agoda * YouTube https://www.youtube.com/agodalife   Equal Opportunity Employer  At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.