Customer Success Team Lead APAC

Mar, 08
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Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX. 
Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido. 
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.
We’re looking for a proven and entrepreneurial Customer Success Team Lead to grow, nurture and retain our accounts in our APAC region. You will manage a CSM team covering the region, including a handful of key customers directly while we scale up.  All CSMs have a portfolio of accounts and are responsible for customer onboarding and long term customer relationships.  In addition to running the CSM team, you will be expected to craft excellent relationships with client-side C-level and senior managers, deeply understanding  their priorities and problems ; all of this in conjunction with CSMs and Account Executives. In doing so you’ll help maximise partnership and revenue opportunities for Onfido, ensuring our customers have the very best Onfido experience, for which you'll have team targets.

As a Customer Success Team Lead at Onfido you will:

    • Manage your CSM team ensuring KPIs and personal targets are met, looking after and coaching individuals as we, and they, grow in this expanding market.
    • Manage a small existing Book of Business (ongoing usage revenue, renewals, up/cross sales) while we scale, transferring accounts as and when required.
    • Work side-by-side with CSMs, Account Executive, Solutions Engineering and Product teams to retain a strong service offering and deliver the best Onfido experience possible to our customers.
    • Collaborate with other CS Team Leaders to ensure best practices and corporate objectives can be met.
    • Boost Client onboarding and take up of the Onfido service working alongside Client and Onfido representativesSolve client and CSM escalations by working in partnership with clients and Onfido stakeholders.
    • Be the voice of the customer internally, including feeding customer priorities into the Product team (issues and enhancements).
    • Focus on personal and team development to improve team performance to enable us to scale more effectively.

We’re looking for a Customer Success Team Lead who has a combination of:

    • 5+ years solid experience in Customer Success Management / Client Service, including a minimum of 1 year experience of managing a Customer Success Management Team.
    • Experience of managing a combined Book of Business value of $10m+ along with quarterly KPIs such as revenue usage and retention rates.
    • First Class people management skills, used to coaching, empowering, challenging and growing an industry-leading Customer Success Team.
    • Good commercial business and technical acumen 
    • Ability to understand client challenges with IT development and deployment, especially in the SaaS market.
    • A strong business solutions focus, with emphasis on helping customers meet business outcomes.
    • Demonstrable Stakeholder Management skills, both within service providers and customer teams.
    • The ability to communicate and present complex information concisely with sound reasoning and strong attention to detail.
    • Used to being the voice of the customer internally, including experience of partnering with Product teams, dealing with prioritisation and demand management problems.
    • Service Delivery skills being comfortable governing performance and dealing with issue management, resolving problems that help the client and the service provider.
    • Possession of good data analytical skills and the ability to filter to the core trends and opportunities for improvement and progress.
    • Ability to collaborate with and contribute to regional and global Customer Success processes and best practices.
    • Experience working in SaaS, AML, Security or similar industries preferred.
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Onfido Culture
Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
Onfido Balance
Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery. 
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Check out Life at Onfido via our LinkedIn Careers Page!
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.
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