Customer Value Partner, APAC

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Take charge of the entire customer lifecycle, from initial scoping and implementation to ongoing value realization, adoption, and exploring new use cases.

• Ensure project delivery adheres to Hawk’s established best practices and methodologies.

• Develop plans, monitor progress, and provide clear reporting.

• Design and implement joint success plans that align with client business goals and regulatory requirements.

• Be responsible for commercial outcomes, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), as well as revenue recognition when applicable.

• Foster and demonstrate customer confidence to support both signed and renewed agreements.

• Track usage and performance, utilizing insights to inform optimization efforts.

• Leverage AI and agentic AI tools for preparing Quarterly Business Reviews (QBRs), gaining account insights, and reporting.

• Engage in pre-sales discussions as a subject matter expert in delivery and value creation.

• Cultivate and sustain executive relationships through governance calls and QBRs.

• Hawk offers AI-supported anti-money laundering and fraud detection technology to banks and payment providers worldwide.

⛳️ Requirements

• Over 5 years of experience in customer-facing roles, including customer success, engagement management, or delivery/project management within B2B enterprise software.

• Proven track record managing accounts with an Annual Recurring Revenue (ARR) of $500K or more, including cross-selling or expansion initiatives.

• Capability to oversee a delivery plan from start to finish, encompassing scoping, tracking, and reporting.

• Strong understanding of SaaS and enterprise software delivery models.

• Experience in anti-money laundering (AML), fraud prevention, or another regulated financial services area is a plus.

• Practical familiarity with AI and agentic AI tools and techniques.

• Ability to operate effectively at the C-suite level and lead governance calls with customer executives.

• A customer-centric, ownership-driven approach to delivering value and outcomes.

• Experience in, or a desire to work within, a start-up or scale-up environment.

• Proficient in English: able to speak, read, and write fluently.

• Willingness to work in a hybrid model, being onsite 2–3 days a week if an office location is chosen.

🏝️ Benefits

• Opportunities for professional growth and the chance to make a meaningful impact in the world.

• Designation of a remote workplace.