Head of Client Success

Our Team:

As a member of Grab, not only will you bring your skillsets to drive your team forward, but you will also develop your untapped potential and be inspired by some of the most amazing minds in the industry. Our team consists of both young and experienced individuals who are tenacious, motivated and energized by the fact that we exist to make a change - have a societal impact in Southeast Asia.

Grab for Business is the B2B team within Grab that helps to simplify business transportation and related services for companies across Southeast Asia. We actively engage with a wide network of companies across the region and want to ensure that client success is paramount in our organisation. To this end, we are looking for a strong Head of Client Success in our Grab for Business Philippines team to lead a team of key account managers and manage and grow an expanding portfolio of top customers.

To perform this role well candidate needs to have strong communication skills, attention to detail, ability to create and follow processes, and a track record of solid leadership.

The Role:

• You will report to the Head - Grab for Business, Philippines

• Leadership & Performance: Lead, coach, mentor and hire (as applicable), a team of key account managers by implementing a customer-centric based mode of working. Proactively lead and coach the team in strategic account planning to ensure performance objectives, sales targets, and critical milestones for weekly / monthly / quarterly / annual periods are consistently met or exceeded. You will be accountable for the achievement of the team’s assigned sales targets and overall business objectives.

• Relationship Management: Build strong and long-lasting relationships with our customers through long term planning, handling objections, asking the right questions and understanding their pain points while resolving them. Establish a solid understanding of the competitive market to onboard and retain high-value consumers. Develop relationships with external key account contacts to ensure that Grab for Business receives continuous leads on potential new clients. Build and maintain healthy cross-functional relationships within the wider Grab organisation for the smooth functioning of the business.

• Client Success: Assess and clarify customer needs on a regular basis. Work with regional teams and cross-functional stakeholders to develops solutions that best address consumer needs while simultaneously meeting performance objectives. Enable your team to leverage customer, industry and data-backed insights to achieve excellence and surpass customer expectations. Ensure you and your team understand customer pain points, provide the right solutions and ensure a continuous process of up-selling and cross-selling Grab B2B solutions.

• Strategy & Data Analysis: Formulate and lead on strategy for the client success team and top customers. With in-depth data analysis of the business (using CRM and other tools), drive and develop account specific growth strategies and approaches, solidifying Grab for Business’ position as a market leader. Present strategy roadmaps and account plans based upon data driven insights to senior leadership and your team to establish revenue goals and business plans that advance the accounts’ performance while also working on new initiatives.

The Qualifications:

• Education: Bachelor’s Degree (minimum)

• Work Experience: Minimum of 8-10 years of work experience, mainly in key account management and/or sales within a fast-paced and highly competitive B2B environment (direct customer facing role). Proven and successful track record in establishing and growing strong client relationships.

• Minimum of 2-3 years of experience in managing a team of account managers. A suitable candidate will have an impressive track record in meeting and even exceeding sales targets.

• Ability to effectively manage and motivate a team, multiple top clients, prioritize tasks and work within deadlines with little supervision.

• Strong interpersonal skills with an ability to effectively network within the industry and the overall Grab business. A wide network of corporate contacts at the senior management level across large and mid-tier Philippine companies will be an advantage.

• Communication: Strong and effective communicator with good presentation and speaking skills who can verbally and visually articulate their point of view clearly and succinctly.

• People skills: You must be a committed and highly collaborative individual who values the input of colleagues, coaches and mentors your teams and involves others in important decision making, while establishing a healthy working culture within your team.

• Ambitious, self-driven and highly motivated individual who can work well in a startup VUCA (Volatile, Uncertain, Complex, Ambiguous) environment. Should have a deep desire to excel and develop a career in a fast growing tech company. Should have demonstrated integrity and respect in the performance of their duties.

• Proficiency in customer experience tools (CRM tools, reporting dashboards)

• Comfortable with data analysis (MS Office, Google Docs / Sheets / Slides)