Customer Success Manager APAC

Job Description

Description:

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek, so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.

The Customer Success Managers are directly responsible for adoption, training, and retention of customers with Agilent SaaS solutions, and other subscription offerings coming to market. Building positive relationships and growing the value of the product for clients will be crucial to leading retention of clients. Strong communication skills along with experience within a scientific lab will be convenient to be successful in this position.

Responsibilities:

• Act as a functional consultant for customers in APAC.
• Develop critical relationships with customers to promote satisfaction, understanding and comprehension, and ultimately gaining retention and loyalty.
• Identify the customer business requirements, provide guidance and training on solutions settings and visualization dashboards to ensure customer gains insights and achieves goals.
• Effective and pro-active communication and issue resolution are key to success.
• Be responsible for multiple accounts actively utilizing Agilent's SaaS products; each client will be in various states of adoption and the Customer Success Manager ensures appropriate touchpoints and development of the engagement.
• Must be able to reliably lead meaningful needs, while continually motivating clients, ensuring adoption, and building relationships so customers feel confident in the abilities of the CSM.
• Stay abreast of new releases and product functionality to ensure successful adoption for customers.

• Host web-based virtual trainings between you and the customer on the functionality available to them.
• Work closely with multiple internal parties to ensure thorough communication, blocking issues and follow through so that customer is guaranteed a smooth journey and cheerful experience with Agilent.
• Contribute to special projects as needed to guarantee successful service deployments, improved internal processes/methodologies, and ongoing retention/satisfaction of client base.
• Provide thoughtful feedback, leadership and suggestions to assist in improving the product and process.
• Track metrics around retention and satisfaction as part of engagements health tracking measures.
• Assist with training and ramp to volume as product grows.

Qualifications

• Requires in-depth knowledge and experience in job and ability to work independently.
• Bachelors or Masters Degree or University Degree or equivalent
• 5 years or more of experience working with Software-as-a-Service solutions is preferred
• Customer Success Certification preferred
• Previous experience being part of a remote team and remote customer base.
• Ability to quickly identify customer goals and propose creative solutions.
• Outstanding written and verbal communication and organizational skills.
• Excellent analytical, leadership, and problem-solving skills.
• Excellent ability to build and foster good relationships.
• Demonstrated ability to learn, install and demonstrate a software application
• Basic knowledge of Excel, and the ability to learn Smartsheet and other tools that will be utilized in this role.

Agilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

Option to Work Remote

Travel Required

Schedule

Shift

Duration

Job Function