Customer Strategy Manager - Malaysia

Our Mission Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future-proof events. Our Vision At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences. Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact. Our Beliefs At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation. We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants. Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion. Customer Strategy Managers play a critical role by acting as the client’s partner from pre-sale to event/community delivery. We advise, encourage, consult & guide our clients to make the most of our platform in order to achieve their own short- & long-term goals. We help align our client’s business objectives with our platform capabilities, achieving value with a successful & measurable strategy. The success of Swapcard depends on the prioritisation of customer needs and goals and the relationship that Swapcard employees create with their customers determines the expansion of the relationship between the two parties. When we handle our customers well and build a personal, solid relationship, there are high chances that we will retain the accounts and increase their revenue. The Customer Strategy team will play a critical role in the development of customers, acting as the one responsible for guiding customers through the process from sales to support and back around again. Customer Strategy Manager’s provide support to the sales and account management team in transitioning prospects into active users, acting as the main point of contact and a go-between with other departments within the company, such as product, implementation and support. A Customer Strategy Manager is a strategic and supportive partner for customers at every stage of the customer journey. They're focused on building loyalty to ensure long-term customer retention by ensuring: 1. Contracts are scoped properly at point of sale, avoiding unwanted surprises down the line. 2. Customers are well advised on product related strategic plans from registration to event delivery. 3. Customers are presented with relevant product information that will enhance their event. 4. Deadlines are achievable and adhered to by both the client and internal stakeholders, by managing the entire project. 5. Challenges are caught early and the health of the account is communicated to account managers in a timely manner. Responsibilities

• Develop strong customer relationships, build trust and transparency
• Proactively advise & inspire event organizers to implement our solution to bring the best possible experience to their attendees, exhibitors, and speakers
• Achieve an expert-level understanding of our product and its offerings
• Act as the main point of contact for our clients and all internal stakeholders: project management skills must be on point
• Develop an account strategy with your assigned organizers to ensure success, increase app usage at events and drive engagement
• Review and analyse each event against established goals using data to educate and prepare for events to follow
• Support our sales team convert business using your expert product knowledge
• Host regular calls & webinars with clients, both strategic and generic
• Remain up to date with industry knowledge
• Support our account management team by continuously identifying growth opportunities and flagging the risk factors
  
  
  

Your Profile

• Prior experience of 2-3 years in customer success or project management
• Experience and an interest in tech & events is a "must have"
• Fluent in English is a must to have and experience with an additional language like Mandarin or Malay would be a great plus!
• Excellent interpersonal skills
• Collaborative with the ability to work autonomously
• Service oriented & empathetic toward clients
• Not afraid to set tools and workflows
• Startup mindset - ready to learn, adapt, & initiate quickly
• Passionate, proactive, and involved
• Optimistic, calm and resourceful in critical and stressful situations
• Enjoy solving problems
• Resourceful in critical situations
  
  
  

Swapcard’s Interview process Our thorough interview process aims to identify exceptional talent to advance our mission while offering you a chance to explore your career potential at Swapcard. 1. Screening Interview with a recruiter from our people team. 2. A remote exercise to demonstrate and assess your skills. 3. Manager review with your future reporting manager 4. Leadership review with one of our department leaders 5. Reference check conducted by our people team 6. Offer Swapcard's Values Curious: We ask questions and try new things. We embrace new experiences and love to learn from others. We are curious about what something is and WHY something is. Open-minded: We welcome change as well as ideas and feedback from others. We welcome people as they are and learn from each other's personal and professional experiences. Human: No masking who we are. Empathy encourages a down-to-earth environment where we all feel comfortable and free to be human. Creating bonds makes it easier to share ideas, give feedback, and ask for help. Resilient: Our challenges in life have only made us stronger and wiser. We prefer the term “experiment” over “failure” because we always keep trying. We are solution-oriented and find innovative approaches to succeed. Ambitious: Nothing is impossible. We're always striving to get better, seize opportunities, and reach the top. We are encouraged to dream big and believe in ourselves. Benefits & Reasons to Join Swapcard - International team with 40+ nationalities (more on the way!) - Remote-first policy with headquarters in Paris - Thriving startup with career growth opportunities - Open-minded culture that appreciates differences - Feedback-driven, supportive & curious team with a DIY mindset - Generous Paid Time Off to ensure you have time for what matters most - Remote perks designed to optimize your working experience - In-person social gatherings to celebrate our achievements - 100% of your health insurance contribution paid by Swapcard - Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup) - Co-working space budget to support remote work in professional environments - Learning budget to help you develop new and existing skills - Mental health care initiatives to support your well-being Equal Opportunity Swapcard is committed to upholding equal employment practices and making merit-based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status, and status as a veteran