APAC CUSTOMER SUCCESS MANAGER - IWD Retail Thinking｜Meet.jobs

WHO ARE WE ? 

IWD is a Saas company providing software that help brands manage their merchandising cycle.

We are always looking for positive, hard working, and talented people to join our teams in Amsterdam, L.A, NYC, Paris & Singapore.

We provide collaborative solutions for brands to efficiently and instantly execute their in-store merchandising operations, improve the customer experience, and considerably increase sales.

• DISPLAY, a planogram creator for quality 2D and 3D renderings
• MOCKSHOP, a software specializing in the apparel industry providing 3D store renderings and easy product assortment planning
• NETWORK, a collaborative communication tool used between the head office and field teams to have a real-time picture of the store network

More than 500 brands trust IWD, such as: L’Oréal, Estée Lauder, Richemont, Coty, LVMH, The North Face, Patagonia, Vans, Nike, Hermès, Shiseido, and many more. 

HOW CAN YOU HELP ? 

Due to our global growth and to support this recent asian expansion, IWD is hiring a talented and motivated Customer Success Manager to join our team based in Singapore. 

You will work closely with the APAC Director and the Client Department to assist with projects for all our local clients. You will be involved in every step of a project’s life cycle: from scoping to delivery & user training and bring personalized support and assistance to our clients.

KEY RESPONSIBILITIES

As a Customer Success Manager at IWD, you handle a portfolio of client projects. You are involved in every step of the life cycle of the project: gathering and analyzing client requirements, demonstrating and customizing the tools, training users and providing personalized assistance to our clients.

MAIN OBJECTIVES OF A CUSTOMER SUCCESS MANAGER

> Client retention

> Client satisfaction

> Tools adoption

**Production management**

• You participate in the planning and scheduling of the production (products shooting, 3D modeling and images retouching)
• You will work closely with our Studio team and potentially freelancers: prepare briefs, check their work and give them feedback to comply with clients’ briefs.
• You handle the content integration into IWD tools.
• Creation of planograms according to clients merchandising rules, products’ lines weight…and follow up on delivery process.

**Clients’ relations**

• You are in direct contact with the clients and are responsible for answering clients’ questions as part of the support team.
• You are in charge of project’s planning: from launch to roll out
• You are in charge of client’s set up and platform and delivery
• You organize and train users on IWD solutions (face to face or web call).
• You provide, create and adapt documents for the clients (training guide, tutorials, videos).
• You are responsible for client renewal 
• You maintain a balanced proactive/reactive relationship with your assigned accounts. 
• You monitor your accounts through regular check-ins, activity follow up and relationship building.
• Your duties include training, product support, and appropriate delegation when technical issues and feature requests arise.

**Clients’ support**

• You are part of our support team and are responsible for answering world wide users’ questions on APAC time zone.
• You follow up on any technical issues by liaising with the technical team and the users within a minimum of time.

SKILLS/ QUALIFICATION 

• Bachelor’s degree required. 
• 1 or 2 years Previous work experience in a small tech company or client-facing B2B complex Sales or for Saas industry is a plus
• Fluent business level of English is a MUST. Any other Asian language is a big plus. 
• Excellent communication skills, written and verbal.
• Strong computer skills (Office Pack, especially Excel, Photoshop is a plus).
• Strong interest in retail and merchandising as well as new technologies.
• Responsible, independent, positive and persistent.
• Ability to initiate new ideas and adapt easily.
• Last but not least, tons of energy, passion, humor, compassion, and enthusiasm

WHAT IWD PROVIDE

• Great opportunity to be part of a global dynamic team with Start-up spirit
• To be part of a recognized and innovative company within the industry
• To have access to prestigious clients from world's largest companies. Meetings with top executives 
• To be part of IWD Asian growth
• Great future opportunities for strong performers
• WeWork environment of work
• Competitive salary and commission
• Insurance  benefits and competitive leaves. 
• Mobile and transport allowance

CONTACT & INFO

Remuneration package will be determined based on experiences and qualifications. 

Only Singaporean/PR need to apply. Only shortlisted candidates will be notified.

 

Project Management Customer Experience Customer Service

IWD is recognized as a Leader in our markets supported by a world leading investment house (ARDIAN). We are a Saas company providing innovative software solutions around the world for the past 20 years, helping brands to achieve merchandising excellence and find their 'silver lining VM strategies' while addressing changing consumer behaviour and shifting markets. 

.We collaborate with over 500 brands such as LVMH, Estée Lauder, Richemont, Cartier, Shiseido, The North Face, Godiva, Vans, William Grant & Sons, L’Oréal, Nestlé, Patagonia, Petit Bateau or Chanel. 

IWD is a young, united, and cosmopolitan team of 100 employees composed of engineers, Project Managers, Sales Representatives, 3D Graphic Designers, Merchandising and Retail Experts. IWD has a global presence in Paris (HQ), New York, Los Angeles, Amsterdam and more recently Singapore
Our values: Focus, Agile, Different!

At IWD Group we are innovative, collaborative, driven, open and progressive.

Benefits and perks of working with us include:

Lifestyle: Company outings
Caring: About our employees