Head of B2B Customer Success, Asia Pacific

About Us

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Department: B2B

Location: Hong Kong or Singapore

Responsible To: Customer Success Director

Job Purpose

An opportunity to join a rapidly growing business in an exciting industry. Based at the Financial Times in Singapore, the role will be responsible for driving engagement of FT digital group subscriptions amongst customers and prospects. You will lead a team of Customer Success Managers to drive engagement of FT digital group subscriptions for customers in the government, corporate and education sectors to deliver positive business outcomes through their FT.com investment.

Main Duties and Responsibilities

• Manage a team of regional CSMs to deliver successful, high quality customer journeys for assigned accounts from pre-sales engagement through to onboarding, fulfillment and renewal

• Use regional insight and data analysis to identify trends and opportunities that support the fulfilment of customer and regional B2B objectives

• Provide insights, recommendations and supporting data for regional L&D, op plan and strategic requirements

• Provide regular feedback, coaching and support to enable the team to deliver both regional and global Customer Success KPI’s

• Strategically segment, allocate and review key accounts to ensure the fulfilment of B2B business objectives

• Build an in-depth understanding of how the FT is delivered and used across specific organisations, industries, job functions and geographies

• Provide technical and product expertise to customers, the CS team and sales on FT content, tools and delivery solutions

• Lead internal projects to deliver strategic outcomes such as product fulfilment and market development 

• Work closely with cross functional teams to create and iterate processes to increase automation and scalability of customer success with the FT

• Strategic management of both internal and external relationships including sourcing new stakeholders and leveraging existing relationships to deliver both customer and FT outcomes

• Collaborate with other FT teams, e.g. product, customer services and editorial, to deliver against customer priorities

• Work with the global Customer Success, Sales and Marketing teams to share insights, best practice and customer insights to achieve the business goals of your region

• Own the regional reporting on key performance indicators (KPIs), which will be mainly about new business opportunity conversion (pre-sales), engagement and customer loyalty (Net Promoter Score)

Qualifications / Competencies / Skills / Experience

Essential

• Graduate with supervisory or team management experience, including remote management 

• Background in customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach

• Proven ability to drive and track continuous value of customer subscriptions

• Good collaboration/influencing skills

• Has managed complex projects working with multiple internal teams

• Experience of planning and setting goals for the team

• High focus on results and delivering against goals

• Analytical mindset and can use data to help prioritise and report progress

• Familiarity working with clients of all sizes 

• Ability to align product and service features to customer needs/outcomes

• Excellent communication and presentation skills, both written and verbal

• Demonstrates a high level of initiative and self-motivation

• Has to be comfortable working in a fast paced, start-up type of environment

• Good questioning skills and an enquiring mind

• Comfortable with data and digital technology

Preferred

• An understanding of multiple geographic markets or industry sectors

• Background within a digital subscription, IT services or SaaS business

• Experience with Salesforce.com

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages and Giving Back opportunities. Full details of our benefits can be found here.

 Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help. 

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