Your primary responsibility is to support the fast-growing Customer Success Management (CSM) team by reliably maintaining and improving business reports and processes.
Our goal is to meet and exceed clients’ expectations by acting as trusted advisors supporting their digital transformation.
Key Responsibilities include:
Standardization, Processes, Training:
- Contribute to Internal projects of formalization and standardization
- Create models to answer current business questions; validate and understand the conclusions
- Create presentations for Customer meetings
- Create quotation files and follow the invoicing process
- Assist in identifying improvements to our Internal Customer Success operations systems to improve processes
- Support to train other teams: Business Development Managers, Front-end and Customer Service.
Analysis & Strategy:
- Submit reports on Customer Success activities and results
- Maintenance of CSM business unit reporting tools, dashboards and reports
- Assist the Customer Success Strategist in building engagement strategies that will enhance the User Experience on our interfaces
- Assist the Customer Success Manager in building value narrative for our customers, based on data analytics and conversation insights
Client facing:
- Act as point of contact for vendors and customers in Asia
- Participate in client calls and client facing communications
Development, Improvement and Expansion:
- Be a customer advocate to ensure customer feedback is communicated to product and engineering team
- Be a champion of our software
- Work with Marketing team on promoting our software
