Job Summary

MathWorks is establishing an APAC Customer Success team dedicated to helping our academic market experience the full value of MATLAB and Simu. We seek someone who is enthusiastic about helping customers efficiently implement campus-wide access. As a Customer Success Specialist, you will work directly with a portfolio of the world’s leading academic universities to onboard, train, and be part of an account team that proactively drives adoption to ensure customers experience a partnership that includes excellent service and that results in renewal of their campus license each year.

Responsibilities
Build trusted, consultative relationships with customers to engage them in developing and executing collaborative implementation plans that ensure onboarding, training and awareness building activities for their campus are successfully executed. Maintain proactive, regular contact with accounts to maximize their success throughout the customer lifecycle. Daily activities include 50% + outbound customer inters.
Own and manage the customer onboarding process from customer commitment stage through annual renewals. Serve as a central point of contact for university stakeholders engaged in meeting the needs of current and prospective MATLAB user communities throughout the university. Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience manage all additional escalation issues until resolved.
Motivate customers to act autonomously to ensure a successful, ongoing deployment of their campus-wide license.
Document customer inters in SalesForce.
Work closely with the sales team, supporting the pre-sale process when needed and ensuring the transition from prospect to customer is seamless.
Integrate customer feedback through regular inter, customer satisf surveys and feedback from customer-facing colleagues to evolve and continuously improve onboarding materials, tools and processes.
Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps.
Conduct regular Business Reviews with customers to ensure campus-wide access is helping them meet their business goals.
Collaborate with the team to build and evolve ROI reporting tools that support the renewal process.
Identify and nurture relationships with customer advocates in concert with customer reference program.
Work closely with the account team to integrate awareness activities with the deeper technical engagement activities driven by the Customer Success Engineers (CSEs). When required, escalate any customer issues to Sales.

Minimum Qualifications
A bachelors degree and 1 year of professional work experience is required.

Additional Qualifications
Experience in a technical or software environment
Exceptional program and project management skills
Excellent written, verbal communication, and presentation skills
Detail oriented with ability to develop activities based upon proactive analysis of customer metrics
Demonstrated ability to work in highly collaborative, cross-functional environments

MathWorks is the leading developer of mathematical computing software. Engineers and scientists worldwide rely on its products to accelerate the pace of discovery, innovation, and development.
MATLAB, the language of technical computing, is a programming environment for algorithm development, data analysis, visualization, and numeric computation. Simulink is a graphical environment for simulation and Model-Based Design of multidomain dynamic and embedded systems. The company produces nearly 100 additional products for specialized tasks such as data analysis and image processing.