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remote
remote
Senior/Executive, Customer Success Project Management x 2
KeyReply (Information technology and services)
Remote (Asia Time Zone Permitted) Negotiable
About KeyReplyKeyReply is an enterprise conversation AI platform with knowledge management and customer service automation capabilities. We serve large private, public healthcare providers and insurance companies. Our Clients include the Ministry of Health, Singapore, National Heart Centre, KK Women’s and Children’s Hospital, Parkway Hospitals, AIA and many more.These organizations have multiple stakeholders, knowledge bases and divisions with many segmented teams providing customer and staff facing support. Where being able to find information and carry out key transactions and enquiries 24/7 can result in a huge competitive advantage for revenue, customer satisfaction and operational excellence.KeyReply intelligently searches through thousands of pages of information. The platform also connects to multiple backend systems to give the customer exactly what they need 24/7, through an intuitive chat format. These enable end to end transactions and cross knowledge domain QnA, which enables customer service turnaround time to be improved by 95%, and speed up information retrieval by more than 3x.Senior/Executive, Customer Success Project ManagementKey ResponsibilitiesBuild and develop a strong ambassador base for offerings and value.Track closely customer activities to identify churn risk and work proactively to address/eliminate that risk, while simultaneously identifying sales opportunities.Own and drive renewals, upsells, cross-sells, NPS and expansion opportunities.Analyse and formulate effective strategies to increase account-level metrics.Be the voice of customers, follow-up with QBR/MBR with customers to help them understand insights of the products/services and receive the most value out from it.Execute end-to-end customer lifecycle from onboarding, project deployment i.e., project status reports, dashboard development, UAT, training, to post-Go-live support, ensuring all KPIs met according to SLA.Manage project schedules, budgets, resources and tasks to ensure that quality solutions are delivered within the timeline.Support the team lead to improve existing processes to increase productivity within the team.Document all communication with users and accounts accurately and in a timely manner via system tools (CRM), ticket tracking system.Collaborate with internal stakeholders to set up or configure software platform as per customers’ requirements or escalations and troubleshoot issues raised by customers.Work with Product to prioritize customer features and requests.Skills & Experience requiredBachelor's Degree in Computer Science or equivalent.Min 3 to 5 years of experience in Project Management, Customer Success or another customer-facing role.Applicants with IT Support or Technical Support and project deployment experiences are welcome to apply too.Candidates with more years of relevant experience may be offered a senior title.Exposure to working in the complex, multi-divisional, multi-geographical customers environment.Multi-tasker who can undertake multi-projects/tasks simultaneouslyPassion for technology, experience in SaaS company a plus.Good communication, data analytics and organizing skills.Driven, self-motivated, enthusiastic and with a “can-do” and “customer first” attitude.Able to work well under pressure and meet tight deadlines.This position is also open to remote hires outside Singapore. HYbrid working shall apply for those hires in Singapore.Why join KeyReply?We solve difficult problems that are very meaningful. Healthcare organizations around the world are now planning for what post-covid-19 will look like. What does a smart hospital look like? What changes should they make for Healthcare 2.0? By being more nimble in the way of delivering care – in person or remote; moving from reactive to proactive and preventive care; empowering patients to make informed first-level decisions on their next course of actions; and more efficient resource allocation, we can positively impact the lives of millions in very tangible ways. We are proud to work with some of the largest and most well-respected healthcare institutions. Your work will be used prominently by millions to improve the future of patient engagement. Lead the innovation in Healthcare and Insurance by joining KeyReply today.Perks and Benefits:Unique opportunity: Be a part of the digital disruption in #1 AI chat automation company. Exposure to the fast-paced world of high-tech start-ups.Autonomy: Autonomy in the role and in managing your own portfolio and freedom to suggest improvements to the company.Environment: Working with passionate, smart and driven colleagues in a vibrant environment. Team activities, snacks, games, outings etcFlexibility: Flexible vacation policy and work arrangementsAttractive Package: Competitive salaries and benefits.
KeyReply
(Information technology and services)
About KeyReplyKeyReply is an enterprise conversation AI platform with knowledge management and customer service automation capabilities. We serve large private, public healthcare providers and insurance companies. Our Clients include the Ministry of Health, Singapore, National Heart Centre, KK Women’s and Children’s Hospital, Parkway Hospitals, AIA and many more.These organizations have multiple stakeholders, knowledge bases and divisions with many segmented teams providing customer and staff facing support. Where being able to find information and carry out key transactions and enquiries 24/7 can result in a huge competitive advantage for revenue, customer satisfaction and operational excellence.KeyReply intelligently searches through thousands of pages of information. The platform also connects to multiple backend systems to give the customer exactly what they need 24/7, through an intuitive chat format. These enable end to end transactions and cross knowledge domain QnA, which enables customer service turnaround time to be improved by 95%, and speed up information retrieval by more than 3x.Senior/Executive, Customer Success Project ManagementKey ResponsibilitiesBuild and develop a strong ambassador base for offerings and value.Track closely customer activities to identify churn risk and work proactively to address/eliminate that risk, while simultaneously identifying sales opportunities.Own and drive renewals, upsells, cross-sells, NPS and expansion opportunities.Analyse and formulate effective strategies to increase account-level metrics.Be the voice of customers, follow-up with QBR/MBR with customers to help them understand insights of the products/services and receive the most value out from it.Execute end-to-end customer lifecycle from onboarding, project deployment i.e., project status reports, dashboard development, UAT, training, to post-Go-live support, ensuring all KPIs met according to SLA.Manage project schedules, budgets, resources and tasks to ensure that quality solutions are delivered within the timeline.Support the team lead to improve existing processes to increase productivity within the team.Document all communication with users and accounts accurately and in a timely manner via system tools (CRM), ticket tracking system.Collaborate with internal stakeholders to set up or configure software platform as per customers’ requirements or escalations and troubleshoot issues raised by customers.Work with Product to prioritize customer features and requests.Skills & Experience requiredBachelor's Degree in Computer Science or equivalent.Min 3 to 5 years of experience in Project Management, Customer Success or another customer-facing role.Applicants with IT Support or Technical Support and project deployment experiences are welcome to apply too.Candidates with more years of relevant experience may be offered a senior title.Exposure to working in the complex, multi-divisional, multi-geographical customers environment.Multi-tasker who can undertake multi-projects/tasks simultaneouslyPassion for technology, experience in SaaS company a plus.Good communication, data analytics and organizing skills.Driven, self-motivated, enthusiastic and with a “can-do” and “customer first” attitude.Able to work well under pressure and meet tight deadlines.This position is also open to remote hires outside Singapore. HYbrid working shall apply for those hires in Singapore.Why join KeyReply?We solve difficult problems that are very meaningful. Healthcare organizations around the world are now planning for what post-covid-19 will look like. What does a smart hospital look like? What changes should they make for Healthcare 2.0? By being more nimble in the way of delivering care – in person or remote; moving from reactive to proactive and preventive care; empowering patients to make informed first-level decisions on their next course of actions; and more efficient resource allocation, we can positively impact the lives of millions in very tangible ways. We are proud to work with some of the largest and most well-respected healthcare institutions. Your work will be used prominently by millions to improve the future of patient engagement. Lead the innovation in Healthcare and Insurance by joining KeyReply today.Perks and Benefits:Unique opportunity: Be a part of the digital disruption in #1 AI chat automation company. Exposure to the fast-paced world of high-tech start-ups.Autonomy: Autonomy in the role and in managing your own portfolio and freedom to suggest improvements to the company.Environment: Working with passionate, smart and driven colleagues in a vibrant environment. Team activities, snacks, games, outings etcFlexibility: Flexible vacation policy and work arrangementsAttractive Package: Competitive salaries and benefits.
remote
remote
Customer Success Manager - APAC
JumpCloud IT / Development
Remote (Asia Time Zone Permitted) Negotiable
All roles at JumpCloud are Remote unless otherwise specified in the Job Description. About JumpCloudJumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.Location: This role is remote in the country of Singapore. You must be authorized to work in Singapore to be considered for this role.OverviewDo you enjoy engaging with early adopters to help them maximize their technology investments? Do you like to define processes and build innovative organizations? Then we have an incredible opportunity for you at JumpCloud!What You’ll Be DoingAs a Customer Success Manager, you will be the primary point of contact for business issues with our customers and partners. You will develop and cultivate relationships where your role is to ensure customers and partners are connected to the JumpCloud Employees and process to resolve issues, receive product updates , and to share all information regarding future planning and ad hoc needs. The focus of this role is to efficiently and consistently satisfy our customers’ needs.Your Duties And Responsibilities IncludeWork with our customers to understand their needs, goals, and prioritiesWork with each of our departments to ensure our customer’s needs are being addressedGuide new customers through the implementation success plan process until customer is fully on-boardedUnderstand customer objectives and lead them through their journey to ensure Customer Lifetime ValueFamiliar with Account Health and building Account Plans that drive the customer’s business outcomesBuild value for customers with JumpCloud’s platform and educate on features not already used by accountsProactively keep clients engaged and informed based upon success plan; build client relationsIdentify expansion opportunities to generate additional revenue (upsell/cross-sell) that may arise during the renewal management cycleProactively identify issues that may impact a renewal, and engage all available resources to resolve the issue in a professional, coordinated mannerHow Success Will Be MeasuredEnsuring successful customer onboardingHigh Customer RetentionSteady increase in Customer RenewalsIncrease in overall Customer ExpansionIdentification of Upsell OpportunitiesWe’re Looking For3+ years of customer engagement experience at a SaaS companyOutstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.Outstanding interpersonal and service orientation skills, demonstrating a positive, can-do attitude.Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail.Previous experience with Salesforce preferred but not requiredBachelor’s degree in a business-related major is preferredWhere you’ll be working/Location:JumpCloud is committed to being Remote First. All of our roles are remote. If a role requires you to be in a certain location or country, that will be clearly stated in the job description. All roles posted in United States locations do require that you be located within one of the 50 U.S. States.Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote, work from one of our office locations (CO only currently) or flex your time.Why JumpCloud? If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
JumpCloud
(IT / Development)
All roles at JumpCloud are Remote unless otherwise specified in the Job Description. About JumpCloudJumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever.Location: This role is remote in the country of Singapore. You must be authorized to work in Singapore to be considered for this role.OverviewDo you enjoy engaging with early adopters to help them maximize their technology investments? Do you like to define processes and build innovative organizations? Then we have an incredible opportunity for you at JumpCloud!What You’ll Be DoingAs a Customer Success Manager, you will be the primary point of contact for business issues with our customers and partners. You will develop and cultivate relationships where your role is to ensure customers and partners are connected to the JumpCloud Employees and process to resolve issues, receive product updates , and to share all information regarding future planning and ad hoc needs. The focus of this role is to efficiently and consistently satisfy our customers’ needs.Your Duties And Responsibilities IncludeWork with our customers to understand their needs, goals, and prioritiesWork with each of our departments to ensure our customer’s needs are being addressedGuide new customers through the implementation success plan process until customer is fully on-boardedUnderstand customer objectives and lead them through their journey to ensure Customer Lifetime ValueFamiliar with Account Health and building Account Plans that drive the customer’s business outcomesBuild value for customers with JumpCloud’s platform and educate on features not already used by accountsProactively keep clients engaged and informed based upon success plan; build client relationsIdentify expansion opportunities to generate additional revenue (upsell/cross-sell) that may arise during the renewal management cycleProactively identify issues that may impact a renewal, and engage all available resources to resolve the issue in a professional, coordinated mannerHow Success Will Be MeasuredEnsuring successful customer onboardingHigh Customer RetentionSteady increase in Customer RenewalsIncrease in overall Customer ExpansionIdentification of Upsell OpportunitiesWe’re Looking For3+ years of customer engagement experience at a SaaS companyOutstanding verbal & written communications and strong listening skills, particularly in the technical IT environment.Outstanding interpersonal and service orientation skills, demonstrating a positive, can-do attitude.Excellent problem-solving, multi-tasking, time management and organizational skills, with strong attention to detail.Previous experience with Salesforce preferred but not requiredBachelor’s degree in a business-related major is preferredWhere you’ll be working/Location:JumpCloud is committed to being Remote First. All of our roles are remote. If a role requires you to be in a certain location or country, that will be clearly stated in the job description. All roles posted in United States locations do require that you be located within one of the 50 U.S. States.Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote, work from one of our office locations (CO only currently) or flex your time.Why JumpCloud? If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
remote
remote
OPEN TO FRESH GRADUATES - Client Services Representative
Northern Trust Corporation IT / Development
Remote (Asia Time Zone Permitted) Negotiable
This is an exciting post for fresh graduates who are looking to start a career in the financial industry. We are looking for candidates who have the drive and wish to explore the world of client servicing!What we doGFS Client Liaison Group is the single point of contact for investment managers and internally managed clients into Northern Trust.GFS Client Liaison Group Custody Servicing is responsible for delivering outstanding service to managers and clients of every size and level of sophistication, facilitating communication and simplifying information flow between/among partners.The Client Service Representative Will Serve As The Primary Contact For Investment Management Firms Or Client Investment Managers On The FollowingDomestic and international trade communication and settlement issues, including funding and facilitation of execution of foreign exchange where applicable.Monitors daily activity of portfolio. Responsible for daily management across portfolios, follow-up on cash management or reconciliation items, corporate action or income issues, etcHandling of queries from Asian-based Investment managers. Works through issues and adding value to the relationship, ensuring high quality service delivery.ResponsibilitiesActs as the primary contact for investment management firms on day to day operational needs relating to clients accounts held at the Bank. Service all partners, investment managers and clients daily with the flexibility and commitment necessary to meet expectations/requirements and respond appropriately to any situation.Communicate issues and recommend solutions directly to investment managers, clients, and partners. Work efficiently to resolve client/IM issues. Initiate client/IM communication to add value to the relationship where applicable/possible.Monitors overall account status. Assesses impact of certain transactions on total account relationship.Responsible for follow-up on cash management or overdraft issues. Determines appropriate action to take and follow-up with internal and external parties as appropriate.Coordinates daily contact with Investment Managers regarding client account activities. Informs managers of any exceptions and proposed steps for resolutions.Stays abreast of changes in the various securities markets, as well as new or existing NT products or services.Identifies service efficiency enhancements, process improvements and service delivery using creative and proactive measures.Researches and resolves processing inquiries and facilitates or prepares correcting entries including reversals and rejects.Adheres to all policies and procedures and assists in updating as needed in order to help identify, assess, monitor, and control risk.QualificationsDegree within Finance or Business or diploma holders with relevant experience0-2 years work experienceHas knowledge in general custody and middle office, securities businessFund Accounting experience is a plusStrong communication skills – verbal and written.Has transferable skills and tech savvy (e.g Excel, Macro )Keen on research (e.g. markets, products)High adaptability to changes and has experience working effectively within a global organization/environmentOur culture is a key reason our employees enjoy working at Northern Trust. We have strong principles, a diverse organization, a prestigious history, and a commitment to solid and steady growth. We embrace industry-leading ideas and value our people. We are approachable, friendly, and exceptionally committed our clients and employees.To learn more about our philosophy and where Northern Trust could take your career, please visit careers.northerntrust.comAdditional Information
Northern Trust Corporation
(IT / Development)
This is an exciting post for fresh graduates who are looking to start a career in the financial industry. We are looking for candidates who have the drive and wish to explore the world of client servicing!What we doGFS Client Liaison Group is the single point of contact for investment managers and internally managed clients into Northern Trust.GFS Client Liaison Group Custody Servicing is responsible for delivering outstanding service to managers and clients of every size and level of sophistication, facilitating communication and simplifying information flow between/among partners.The Client Service Representative Will Serve As The Primary Contact For Investment Management Firms Or Client Investment Managers On The FollowingDomestic and international trade communication and settlement issues, including funding and facilitation of execution of foreign exchange where applicable.Monitors daily activity of portfolio. Responsible for daily management across portfolios, follow-up on cash management or reconciliation items, corporate action or income issues, etcHandling of queries from Asian-based Investment managers. Works through issues and adding value to the relationship, ensuring high quality service delivery.ResponsibilitiesActs as the primary contact for investment management firms on day to day operational needs relating to clients accounts held at the Bank. Service all partners, investment managers and clients daily with the flexibility and commitment necessary to meet expectations/requirements and respond appropriately to any situation.Communicate issues and recommend solutions directly to investment managers, clients, and partners. Work efficiently to resolve client/IM issues. Initiate client/IM communication to add value to the relationship where applicable/possible.Monitors overall account status. Assesses impact of certain transactions on total account relationship.Responsible for follow-up on cash management or overdraft issues. Determines appropriate action to take and follow-up with internal and external parties as appropriate.Coordinates daily contact with Investment Managers regarding client account activities. Informs managers of any exceptions and proposed steps for resolutions.Stays abreast of changes in the various securities markets, as well as new or existing NT products or services.Identifies service efficiency enhancements, process improvements and service delivery using creative and proactive measures.Researches and resolves processing inquiries and facilitates or prepares correcting entries including reversals and rejects.Adheres to all policies and procedures and assists in updating as needed in order to help identify, assess, monitor, and control risk.QualificationsDegree within Finance or Business or diploma holders with relevant experience0-2 years work experienceHas knowledge in general custody and middle office, securities businessFund Accounting experience is a plusStrong communication skills – verbal and written.Has transferable skills and tech savvy (e.g Excel, Macro )Keen on research (e.g. markets, products)High adaptability to changes and has experience working effectively within a global organization/environmentOur culture is a key reason our employees enjoy working at Northern Trust. We have strong principles, a diverse organization, a prestigious history, and a commitment to solid and steady growth. We embrace industry-leading ideas and value our people. We are approachable, friendly, and exceptionally committed our clients and employees.To learn more about our philosophy and where Northern Trust could take your career, please visit careers.northerntrust.comAdditional Information
remote
remote
Customer Success Manager (Kuala Lumpur, Malaysia - Remote)
StaffAny IT / Development
Remote (Asia Time Zone Permitted) Negotiable
About the companyStaffAny’s mission is to shape and empower the future of work. We provide our users with a remedy that streamlines and automates their painful Operations and HR processes. Our users rely on our superpowers to understand their frustrations and we are here to empower them to make time for what they love.About the roleThe Customer Success Manager ensures that our clients achieve product value and customer satisfaction, directly contributing to the retention and account expansion rates of the Company.A huge part of the role is being the voice of the customer, collecting, analysing and presenting customer feedback to steer product direction and improve user experience. If you are someone who believes in product led growth and are stimulated by helping others and problem solving, apply to join our rocketship.You AreProficient in writing and speaking in English(Necessary) Able to speak Mandarin proficiently and Bahasa Melayu/Indonesia at an intermediate level3 - 6 years experience in a client-facing/account management roleCalm and diplomatic under pressure when working through tough customer issuesEmpathetic to customers and colleaguesEnjoy solving problemsProcess-driven at workExcellent coaching, writing, discovery, and presentation skillsComfortable and willing to be a hands-on contributorGreat at setting up processes, thereafter measuring and improving themInterested in contributing to product discovery and research, with basic understanding of statisticsYou will find yourselfDrive customer success through the entire life cycle to ensure adoption, growth, and renewal. This might include replying customer support ticketsYou will help onboard and transition new customers, mostly virtually and sometimes at a physical face-to-face sessionDefine success plans jointly with customers and key stakeholders to deliver high value outcomes.Build trusted customer relationships by coupling deep domain and product expertise with constructive customer engagement.Act as the voice of our customers, conveying needs and issues internally across departments. Identify and flag trends within your clients' industries, and feed this back internally.Prioritize input from customers, sales, and partners to the Product team to ensure customer feedback is fully represented in our Go-To-Market processes and product roadmapDocument customer success stories and make them referenceableDocument key customer interactions on Hubspot and achieve measurable adoptionFoster the customer community through content development and webinar delivery in partnership with the marketing team in the near future.Manage the Customer Success Executive teamReport to the Customer Success LeadSuccess Indicators% of newly onboarded customers achieving product success in 28 days (internal definition will be shared during interview)Renewal ratesThe OfferThe opportunity to lead and manage processes in the space of adoption, onboarding, support and successCross collaborate across departments and learn how customer-centric tech products are builtGrowth opportunities as we double our team in the next 12 monthsBe part of a fast-paced growth environment that always stretches you and forces you to be slightly uncomfortableWork with talented, intense and motivated colleagues in a dynamic and vibrant environment
StaffAny
(IT / Development)
About the companyStaffAny’s mission is to shape and empower the future of work. We provide our users with a remedy that streamlines and automates their painful Operations and HR processes. Our users rely on our superpowers to understand their frustrations and we are here to empower them to make time for what they love.About the roleThe Customer Success Manager ensures that our clients achieve product value and customer satisfaction, directly contributing to the retention and account expansion rates of the Company.A huge part of the role is being the voice of the customer, collecting, analysing and presenting customer feedback to steer product direction and improve user experience. If you are someone who believes in product led growth and are stimulated by helping others and problem solving, apply to join our rocketship.You AreProficient in writing and speaking in English(Necessary) Able to speak Mandarin proficiently and Bahasa Melayu/Indonesia at an intermediate level3 - 6 years experience in a client-facing/account management roleCalm and diplomatic under pressure when working through tough customer issuesEmpathetic to customers and colleaguesEnjoy solving problemsProcess-driven at workExcellent coaching, writing, discovery, and presentation skillsComfortable and willing to be a hands-on contributorGreat at setting up processes, thereafter measuring and improving themInterested in contributing to product discovery and research, with basic understanding of statisticsYou will find yourselfDrive customer success through the entire life cycle to ensure adoption, growth, and renewal. This might include replying customer support ticketsYou will help onboard and transition new customers, mostly virtually and sometimes at a physical face-to-face sessionDefine success plans jointly with customers and key stakeholders to deliver high value outcomes.Build trusted customer relationships by coupling deep domain and product expertise with constructive customer engagement.Act as the voice of our customers, conveying needs and issues internally across departments. Identify and flag trends within your clients' industries, and feed this back internally.Prioritize input from customers, sales, and partners to the Product team to ensure customer feedback is fully represented in our Go-To-Market processes and product roadmapDocument customer success stories and make them referenceableDocument key customer interactions on Hubspot and achieve measurable adoptionFoster the customer community through content development and webinar delivery in partnership with the marketing team in the near future.Manage the Customer Success Executive teamReport to the Customer Success LeadSuccess Indicators% of newly onboarded customers achieving product success in 28 days (internal definition will be shared during interview)Renewal ratesThe OfferThe opportunity to lead and manage processes in the space of adoption, onboarding, support and successCross collaborate across departments and learn how customer-centric tech products are builtGrowth opportunities as we double our team in the next 12 monthsBe part of a fast-paced growth environment that always stretches you and forces you to be slightly uncomfortableWork with talented, intense and motivated colleagues in a dynamic and vibrant environment
remote
remote
Customer Service Representative
Locad IT / Development
Remote (Asia Time Zone Permitted) Negotiable
LOCAD is a cloud logistics network, providing SCaaS (Supply Chain as a Service) to e-Commerce entrepreneurs and enterprises. With our integrated technology, international warehouse network, and dedicated team of logistic experts, we build a more sustainable future for e-Commerce businesses.We are an early stage start-up, founded by entrepreneurs from the e-commerce, logistics and supply chain industries. Our mission is to democratize the supply chain for all and support the rapid and exciting expansion of e-commerce across Southeast Asia.This role is part of the Operations team, which is a collection of brilliant individuals from all areas of eCommerce, logistics and supply chain. They build our network, manage fulfilment, refine processes and provide ongoing customer success support.What you’ll focus on…As a Customer Service Representative, you will bring a true passion for solving customer issues and providing the highest level of customer care.Locads customers are key, so you will be driving continuous improvement on how we engage with them, including the implementation of best practices and automation initiatives.Provide 1st level support to Locads customers through our internal ticketing system.You will resolve customer concerns and immediately raise critical incidents to the appropriate person.Support the Customer Success team with the day to day support of our customers.What you bring…Customer service experience.You can work independentlyYou’re efficient and highly organizedDemonstrated the ability to handle tasks efficiently without compromise to qualityExcellent communication skills, both written and verbal.A professional, problem solving attitude.Customer focussed attitude, willing to go the extra mile.You’re comfortable with dealing with multiple tickets and requests.What you’ll get…You’ll become part of a diverse team that's globally distributed. We are a business that's been built in the post pandemic era, each employee given flexibility to create and build in their space.We are meritocratic and believe in the potential of our employees, we look to go further each time and develop as a team.Annual Bonus25 days leave.Health Insurance.Generous equipment allowance.Fully remote and flexible working.Annual L&D support.We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.
Locad
(IT / Development)
LOCAD is a cloud logistics network, providing SCaaS (Supply Chain as a Service) to e-Commerce entrepreneurs and enterprises. With our integrated technology, international warehouse network, and dedicated team of logistic experts, we build a more sustainable future for e-Commerce businesses.We are an early stage start-up, founded by entrepreneurs from the e-commerce, logistics and supply chain industries. Our mission is to democratize the supply chain for all and support the rapid and exciting expansion of e-commerce across Southeast Asia.This role is part of the Operations team, which is a collection of brilliant individuals from all areas of eCommerce, logistics and supply chain. They build our network, manage fulfilment, refine processes and provide ongoing customer success support.What you’ll focus on…As a Customer Service Representative, you will bring a true passion for solving customer issues and providing the highest level of customer care.Locads customers are key, so you will be driving continuous improvement on how we engage with them, including the implementation of best practices and automation initiatives.Provide 1st level support to Locads customers through our internal ticketing system.You will resolve customer concerns and immediately raise critical incidents to the appropriate person.Support the Customer Success team with the day to day support of our customers.What you bring…Customer service experience.You can work independentlyYou’re efficient and highly organizedDemonstrated the ability to handle tasks efficiently without compromise to qualityExcellent communication skills, both written and verbal.A professional, problem solving attitude.Customer focussed attitude, willing to go the extra mile.You’re comfortable with dealing with multiple tickets and requests.What you’ll get…You’ll become part of a diverse team that's globally distributed. We are a business that's been built in the post pandemic era, each employee given flexibility to create and build in their space.We are meritocratic and believe in the potential of our employees, we look to go further each time and develop as a team.Annual Bonus25 days leave.Health Insurance.Generous equipment allowance.Fully remote and flexible working.Annual L&D support.We believe diversity and representation are key to creating not only a great product but also an amazing customer and employee experience. Fostering this starts with hiring -- therefore we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you.
remote
remote
Manager, Customer Success
mongoDB IT / Development
Remote (Asia Time Zone Permitted) Negotiable
The database market is massive (the IDC estimates it to be $119B+ by 2025!) and MongoDB is at the head of its disruption. The MongoDB community is transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.MongoDB is looking for an experienced and results-oriented people leader to help grow our Customer Success program in Singapore. You will play a key role in the growth and success of MongoDB, our customers and CS team members. Your team will be working directly with our customers, and you’ll help develop an outstanding program in one of its most exciting phases.You will recruit and provide the coaching, mentoring and development that will enable both our high-touch and tech-touch Customer Success teams to positively impact customers, develop skills, and grow their careers over time. In addition to recruiting, retaining, and developing talent, you will also be responsible for crafting and executing initiatives to increase our customer retention and happiness, identify expansion opportunities, and promote customer adoption of MongoDB.This role is remote optional until January 10, 2022, we are looking to speak to candidates who plan to be available in Singapore for when we introduce our hybrid model.We’re looking for someone withPassion for and experience in hiring, developing and managing a team of individual contributors. Your team and their success are your top priorityA proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processesA mind for technology. We’ll teach you all about MongoDB and databases, but our users and products are inherently technical. You should be tooExperience or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus, but not requiredHigh organisation in your workflows. To lead and execute efficiently, you’ll need to be a specialist in prioritisation and time managementYou know how to deal with ambiguity and be able to navigate through it with perseverance, a positive mentality and a point of view. We’re still growing and learning and will look to you to help us establish and evolve processes in your regionA strong desire to embrace partnership and collaboration. You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.) and helping to build the Customer Success “brand” across our entire organisation and within AsiaYou have experience in working and collaborating with internal and external partners with diverse cultural and professional backgrounds across the Asia regionAn adaptive mentality. You love an ever-changing environment where you are constantly improving yourself, the team and your processesOutstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externallyA Bachelor's degree combined with 3-4 years of management experience, preferably in a customer success or account management capacityRole Overview & Key ResponsibilitiesPeople leadership: Recruit, mentor and develop individuals on the CSM teamExecution: Define and lead to a set of analytical metrics to guide the direction of the team; deliver against quarterly and long-term targetsBuild programs: Craft and execute initiatives sought to grow customer retention, expansion, satisfaction, and product adoptionExecutive presence and communication: Build and maintain relationships across MongoDB teams, organisations and officesSuccess MeasuresThe Manager, Customer Success will be successful in this role when they can execute the following strategic tasks/responsibilities:In the first 3 months you’ll have ramped on our key CS processes and program, effectively completed our weeklong training bootcamp and started interviewing for new team membersIn 6 months, have hired your team to at least 90% capacity (as per hiring plan outlined to you). You’re actively mentoring and guiding the team through quarterly and monthly team goals and initiativesIn 12 months you’ll have accomplished and are 100% on track for your team’s hiring plan, coach your individual contributors on the team efficiently, and are on achieving and exceeding your regional team goals for retention, expansion and customer satisfactionTo drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.MongoDB is an equal opportunities employer.
mongoDB
(IT / Development)
The database market is massive (the IDC estimates it to be $119B+ by 2025!) and MongoDB is at the head of its disruption. The MongoDB community is transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront of innovation and creativity.MongoDB is looking for an experienced and results-oriented people leader to help grow our Customer Success program in Singapore. You will play a key role in the growth and success of MongoDB, our customers and CS team members. Your team will be working directly with our customers, and you’ll help develop an outstanding program in one of its most exciting phases.You will recruit and provide the coaching, mentoring and development that will enable both our high-touch and tech-touch Customer Success teams to positively impact customers, develop skills, and grow their careers over time. In addition to recruiting, retaining, and developing talent, you will also be responsible for crafting and executing initiatives to increase our customer retention and happiness, identify expansion opportunities, and promote customer adoption of MongoDB.This role is remote optional until January 10, 2022, we are looking to speak to candidates who plan to be available in Singapore for when we introduce our hybrid model.We’re looking for someone withPassion for and experience in hiring, developing and managing a team of individual contributors. Your team and their success are your top priorityA proven track record and experience with fast-growing teams, using data to drive initiatives and guide your decision making processesA mind for technology. We’ll teach you all about MongoDB and databases, but our users and products are inherently technical. You should be tooExperience or aptitude for learning enterprise infrastructure technologies; exposure to MongoDB or NoSQL databases is a plus, but not requiredHigh organisation in your workflows. To lead and execute efficiently, you’ll need to be a specialist in prioritisation and time managementYou know how to deal with ambiguity and be able to navigate through it with perseverance, a positive mentality and a point of view. We’re still growing and learning and will look to you to help us establish and evolve processes in your regionA strong desire to embrace partnership and collaboration. You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.) and helping to build the Customer Success “brand” across our entire organisation and within AsiaYou have experience in working and collaborating with internal and external partners with diverse cultural and professional backgrounds across the Asia regionAn adaptive mentality. You love an ever-changing environment where you are constantly improving yourself, the team and your processesOutstanding verbal and written communication skills with the ability to present to a diverse audience both internally and externallyA Bachelor's degree combined with 3-4 years of management experience, preferably in a customer success or account management capacityRole Overview & Key ResponsibilitiesPeople leadership: Recruit, mentor and develop individuals on the CSM teamExecution: Define and lead to a set of analytical metrics to guide the direction of the team; deliver against quarterly and long-term targetsBuild programs: Craft and execute initiatives sought to grow customer retention, expansion, satisfaction, and product adoptionExecutive presence and communication: Build and maintain relationships across MongoDB teams, organisations and officesSuccess MeasuresThe Manager, Customer Success will be successful in this role when they can execute the following strategic tasks/responsibilities:In the first 3 months you’ll have ramped on our key CS processes and program, effectively completed our weeklong training bootcamp and started interviewing for new team membersIn 6 months, have hired your team to at least 90% capacity (as per hiring plan outlined to you). You’re actively mentoring and guiding the team through quarterly and monthly team goals and initiativesIn 12 months you’ll have accomplished and are 100% on track for your team’s hiring plan, coach your individual contributors on the team efficiently, and are on achieving and exceeding your regional team goals for retention, expansion and customer satisfactionTo drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.MongoDB is an equal opportunities employer.
remote
remote
Customer Experience and Retentions Representative (Retentions Specialist)
RingCentral IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Say hello to possibilitiesIt’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Partners Team to make sure we stay ahead of the competition.Expectations:You will be a part of a dynamic group for individuals that is mainly focused on retaining revenue for the company and providing the best customer experience. Aspiring candidates are expected to have a keen sense of responsibility, attention to details and an excellent interpersonal skill. RingCentral takes pride in maintaining above industry standards in terms of customer and revenue retention and at the same time having a stable medium to high Net Promoter Score. Flexibility and adaptiveness are also very much expected for this position.Primary Job Responsibilities:Attend to all the customers ask and concerns on a timely mannerFormulate and ask relevant and important questionsPacify customers and be proactive in solving customers issuesMake critical decisions that is both a win for the business and the customerEmpathize with the customer, listen attentively and able to offer necessary appeasement to address the reason for cancellation or downgradeKeenly document the transaction and customer interaction using the approved tools provided by the companyProvide the best customer experience by means of naturally gravitating to resolve the presented issue (cancel or downgrade or just plain feedback) without prejudice to the customer’s manner of expression in relaying the messageCollaborate with other teams, segments or business units to apply apt solution to the customers reason for engaging CERTAccomplishes all assigned task and responsibilities morally, legally and ethicallyFollow set processes, protocols, company rules and team/segment house rules including but not limited to established and implied proceduresApply the highest form of integrity-based decision making, documenting and credit declaration both overt and personalDesired Qualifications and Experience:1+ years’ experience as a retentions or sales representative or accumulated years in experienceDemonstrated track record of meeting and exceeding quota or set metricsStrong time management, interpersonal, conflict resolution, and collaborative selling or retention skillsResults-oriented representative who is dynamic and with keen attention to detailsB2B selling / Software / SaaS experience preferredAdequate knowledge about Cloud-Based applications, VOIP, PBx, Telephony and UCaaSStrong business acumen is a must, experience with Small Business end customers is a plusBS/BA or equivalent education and relevant experienceExcellent customer service orientation, face-to-face and on the phoneExcellent oral and written communication skills including listening and presentation skillsStrong interpersonal skills, ability to convey and relate ideas to othersCan make critical decisions that is both legal, moral and ethical with very little supervisionAbility to learn and adapt quicklySelf Starter with a history of great decision making, planning, and execution to resultsAbility to excel in a team-oriented, collaborative, and fast-paced environmentStrong PC skills in Microsoft Outlook, Word, Excel and PowerPointVibrant and energetic attitude, willingness to perform and get things done while having funApplicants must be willing to work in Mandaluyong City.Full-Time positions available.RingCentral’s work culture is the backbone of our success, and you’ll be at the forefront of those efforts. We are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.By completing your application for this role, you:Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunitiesHave read and agreed to our Data Privacy PolicyRingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc. About RingCentralRingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
RingCentral
(IT / Development)
Say hello to possibilitiesIt’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Partners Team to make sure we stay ahead of the competition.Expectations:You will be a part of a dynamic group for individuals that is mainly focused on retaining revenue for the company and providing the best customer experience. Aspiring candidates are expected to have a keen sense of responsibility, attention to details and an excellent interpersonal skill. RingCentral takes pride in maintaining above industry standards in terms of customer and revenue retention and at the same time having a stable medium to high Net Promoter Score. Flexibility and adaptiveness are also very much expected for this position.Primary Job Responsibilities:Attend to all the customers ask and concerns on a timely mannerFormulate and ask relevant and important questionsPacify customers and be proactive in solving customers issuesMake critical decisions that is both a win for the business and the customerEmpathize with the customer, listen attentively and able to offer necessary appeasement to address the reason for cancellation or downgradeKeenly document the transaction and customer interaction using the approved tools provided by the companyProvide the best customer experience by means of naturally gravitating to resolve the presented issue (cancel or downgrade or just plain feedback) without prejudice to the customer’s manner of expression in relaying the messageCollaborate with other teams, segments or business units to apply apt solution to the customers reason for engaging CERTAccomplishes all assigned task and responsibilities morally, legally and ethicallyFollow set processes, protocols, company rules and team/segment house rules including but not limited to established and implied proceduresApply the highest form of integrity-based decision making, documenting and credit declaration both overt and personalDesired Qualifications and Experience:1+ years’ experience as a retentions or sales representative or accumulated years in experienceDemonstrated track record of meeting and exceeding quota or set metricsStrong time management, interpersonal, conflict resolution, and collaborative selling or retention skillsResults-oriented representative who is dynamic and with keen attention to detailsB2B selling / Software / SaaS experience preferredAdequate knowledge about Cloud-Based applications, VOIP, PBx, Telephony and UCaaSStrong business acumen is a must, experience with Small Business end customers is a plusBS/BA or equivalent education and relevant experienceExcellent customer service orientation, face-to-face and on the phoneExcellent oral and written communication skills including listening and presentation skillsStrong interpersonal skills, ability to convey and relate ideas to othersCan make critical decisions that is both legal, moral and ethical with very little supervisionAbility to learn and adapt quicklySelf Starter with a history of great decision making, planning, and execution to resultsAbility to excel in a team-oriented, collaborative, and fast-paced environmentStrong PC skills in Microsoft Outlook, Word, Excel and PowerPointVibrant and energetic attitude, willingness to perform and get things done while having funApplicants must be willing to work in Mandaluyong City.Full-Time positions available.RingCentral’s work culture is the backbone of our success, and you’ll be at the forefront of those efforts. We are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.By completing your application for this role, you:Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunitiesHave read and agreed to our Data Privacy PolicyRingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc. About RingCentralRingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
remote
remote
Customer Success Manager - EMEA/APAC (Remote)
Hubstaff IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Summary:We are looking for a talented and experienced Customer Success Manager (CSM) to join our Success team. You will be responsible for developing customer relationships to promote retention and loyalty amongst the customer base. Your job is to work closely with customers to ensure they are satisfied with Hubstaff from implementation and initial value to renewals and expansions. In short, you handle your own book of business. You will report directly to our VP of Global Sales and Success.Compensation$25,000 USD Base ($40,000 USD OTE)Why Work With Us:Hubstaff is a fast-growing startup in the time tracking and project management space. Here are some reasons why you should consider joining us:We have an exciting SaaS product. We’re the market leader SaaS application in our space and we’ve been growing sales organically for years. Now we’re investing in a high-quality, hands-on success team to help our customers get the best out of Hubstaff.We’ll help you grow. You’ll be working directly with our experienced VP of Sales and learning how to manage full-cycle success. You will be handling your own book of business and help the customers through multiple stages of the customer journey.We work from anywhere. You work from where you want. We care a lot about our culture, having fun while working hard, and our annual retreats. This is a long-term (years, our hope is forever) full-time (40 hrs/wk) 1099 (hourly) contract role. We care about job security for our team and we’re looking for people who can grow with our products for years to come.What You’ll Do:Establish a long-term trusted advisor relationship with assigned clients and drive the continued value of Hubstaff.Discern opportunities for revenue growth and close cross-sell and upsell opportunities (independently or in partnership with Sales).Grow net dollar retention rate for a portfolio of customers assigned to you.Conduct onboarding, training, and review calls with customers through multiple stages of the customer journey.Interface closely with sales, product, and marketing teams to share client feedback, resolve escalations, deliver outstanding client experiences, and have an impact on the evolution of Hubstaff as a product.Proactive problem resolution - It's your job to put out the flame for your customers before it's a wildfire. If you see any red flags, you act immediately to fix the problem before it becomes a complaint.Regularly checking in with the customers and making sure their account status is "healthy".What You Should Have:1 - 3 years experience in Customer Success Management working with a SaaS product and/or midmarket customers (required).High-level proficiency in the English language, both written and verbal (required).Product savvy - able to develop a strong understanding and technical knowledge in order to speak confidently to customers and communicate their needs to our team.Excellent project management skills and the ability to manage multiple initiatives with complex moving parts, competing priorities, and multiple levels of stakeholder managementWe're looking for an empathetic CSM, who is a good listener and genuinely cares about the success of their customers.Have a nose for revenue and enjoy the rush of accomplishment when customers find value in Hubstaff enough to expand their relationship with us Strong work ethic and a team playerA self-starter with a track record of successful, credible achievementsA highly responsive, outgoing, energetic representative of Hubstaff
Hubstaff
(IT / Development)
Summary:We are looking for a talented and experienced Customer Success Manager (CSM) to join our Success team. You will be responsible for developing customer relationships to promote retention and loyalty amongst the customer base. Your job is to work closely with customers to ensure they are satisfied with Hubstaff from implementation and initial value to renewals and expansions. In short, you handle your own book of business. You will report directly to our VP of Global Sales and Success.Compensation$25,000 USD Base ($40,000 USD OTE)Why Work With Us:Hubstaff is a fast-growing startup in the time tracking and project management space. Here are some reasons why you should consider joining us:We have an exciting SaaS product. We’re the market leader SaaS application in our space and we’ve been growing sales organically for years. Now we’re investing in a high-quality, hands-on success team to help our customers get the best out of Hubstaff.We’ll help you grow. You’ll be working directly with our experienced VP of Sales and learning how to manage full-cycle success. You will be handling your own book of business and help the customers through multiple stages of the customer journey.We work from anywhere. You work from where you want. We care a lot about our culture, having fun while working hard, and our annual retreats. This is a long-term (years, our hope is forever) full-time (40 hrs/wk) 1099 (hourly) contract role. We care about job security for our team and we’re looking for people who can grow with our products for years to come.What You’ll Do:Establish a long-term trusted advisor relationship with assigned clients and drive the continued value of Hubstaff.Discern opportunities for revenue growth and close cross-sell and upsell opportunities (independently or in partnership with Sales).Grow net dollar retention rate for a portfolio of customers assigned to you.Conduct onboarding, training, and review calls with customers through multiple stages of the customer journey.Interface closely with sales, product, and marketing teams to share client feedback, resolve escalations, deliver outstanding client experiences, and have an impact on the evolution of Hubstaff as a product.Proactive problem resolution - It's your job to put out the flame for your customers before it's a wildfire. If you see any red flags, you act immediately to fix the problem before it becomes a complaint.Regularly checking in with the customers and making sure their account status is "healthy".What You Should Have:1 - 3 years experience in Customer Success Management working with a SaaS product and/or midmarket customers (required).High-level proficiency in the English language, both written and verbal (required).Product savvy - able to develop a strong understanding and technical knowledge in order to speak confidently to customers and communicate their needs to our team.Excellent project management skills and the ability to manage multiple initiatives with complex moving parts, competing priorities, and multiple levels of stakeholder managementWe're looking for an empathetic CSM, who is a good listener and genuinely cares about the success of their customers.Have a nose for revenue and enjoy the rush of accomplishment when customers find value in Hubstaff enough to expand their relationship with us Strong work ethic and a team playerA self-starter with a track record of successful, credible achievementsA highly responsive, outgoing, energetic representative of Hubstaff
remote
remote
Customer Support Engineer
Alvaria, Inc. IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Noble employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability & Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.Job DescriptionGENERAL SCOPE & SUMMARYProvide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.Primary Role & ResponsibilitiesGain knowledge of assigned customers' technical and business environment.Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.Provide effective and consistent communication to management, peers and account team in support of customer.Working knowledge of main Aspect products and strategy.QualificationsSPECIALIZED KNOWLEDGE & SKILLSUnderstanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.Demonstrated ability to learn complex software tools quickly.Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.Ability to use professional concepts and company policies and procedures to solve routine problems.Ability to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.Job Requirements2+ years relevant work experience supporting customers in a technical environment OR commensurate college-level coursework, or a combination of both.Some travel, after-hours, or on-call work may be required.Shift flexibility including weekends.Technical Certifications and second or third languages a plus but not requiredNoble is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.
Alvaria, Inc.
(IT / Development)
Noble employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability & Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.Job DescriptionGENERAL SCOPE & SUMMARYProvide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.Primary Role & ResponsibilitiesGain knowledge of assigned customers' technical and business environment.Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.Provide effective and consistent communication to management, peers and account team in support of customer.Working knowledge of main Aspect products and strategy.QualificationsSPECIALIZED KNOWLEDGE & SKILLSUnderstanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.Demonstrated ability to learn complex software tools quickly.Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.Ability to use professional concepts and company policies and procedures to solve routine problems.Ability to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.Job Requirements2+ years relevant work experience supporting customers in a technical environment OR commensurate college-level coursework, or a combination of both.Some travel, after-hours, or on-call work may be required.Shift flexibility including weekends.Technical Certifications and second or third languages a plus but not requiredNoble is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.
remote
remote
Customer Support Engineer - APAC
JumpCloud (Computer software)
Remote (Asia Time Zone Permitted) Negotiable
All roles at JumpCloud are Remote unless otherwise specified in the Job Description.About JumpCloudJumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. JumpCloud® has a global user base of more than 120,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight, Beyond Finance, and Foursquare. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike.Location: This role is remote in the country of Singapore. You must be authorized to work in Singapore to be considered for this role.About the role: We are looking for inspired technology professionals who love the challenge of supporting our APAC-based customers and internal teams to ensure the successful adoption, usage, integration of our Directory Platform.This is an excellent opportunity to join a well-funded, rapidly growing company with a great product. You’ll have the opportunity to growth your skills and share your knowledge as we continue to build our global, world-class support team. You’ll work with passionate team members supporting our expanding worldwide user base.Requirements:A strong desire to see our customers be successful through the utilization of our Directory-As-A-Service software2-4 years experience in a technical, customer-facing positionExcellent interpersonal communication and passion for learning new technologies and understanding how to utilize them in a customer-facing environmentStrong oral and written communication skills are imperativeA logical approach to problem solvingBachelor’s degree desiredIn this role, you will:Provide technical support and issue resolution to our APAC customers through ongoing issue triaging via email, telephone or remote web sessionCollaborate with peers, mentors, our knowledge base, community forums and other internal tools, to provide the most effective, world-class solutions to our customersReproduce issues in-house and respond to customers in a timely mannerRegularly follow-up with customers on recommendations, updates and action plansEscalate issues to Engineering in a timely manner for resolution.Work with our Account Managers to ensure the success of our new customers as they transition into the day to day use of our product - ensuring the access of their entire employee base to all of the resources needed - their servers, workstations and laptops, the networks they access to all of the web and on-premise applications they use every dayResearch and evaluate technologies to create new knowledge base articles that capture new information for reuse throughout the organization and for end users.Where you’ll be working/Location:JumpCloud is committed to being Remote First. All of our roles are remote. If a role requires you to be in a certain location or country, that will be clearly stated in the job description. All roles posted in United States locations do require that you be located within one of the 50 U.S. States.Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote, work from one of our office locations (CO only currently) or flex your time.Why JumpCloud? If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.APPLY FOR THIS JOB
JumpCloud
(Computer software)
All roles at JumpCloud are Remote unless otherwise specified in the Job Description.About JumpCloudJumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. JumpCloud® has a global user base of more than 120,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight, Beyond Finance, and Foursquare. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike.Location: This role is remote in the country of Singapore. You must be authorized to work in Singapore to be considered for this role.About the role: We are looking for inspired technology professionals who love the challenge of supporting our APAC-based customers and internal teams to ensure the successful adoption, usage, integration of our Directory Platform.This is an excellent opportunity to join a well-funded, rapidly growing company with a great product. You’ll have the opportunity to growth your skills and share your knowledge as we continue to build our global, world-class support team. You’ll work with passionate team members supporting our expanding worldwide user base.Requirements:A strong desire to see our customers be successful through the utilization of our Directory-As-A-Service software2-4 years experience in a technical, customer-facing positionExcellent interpersonal communication and passion for learning new technologies and understanding how to utilize them in a customer-facing environmentStrong oral and written communication skills are imperativeA logical approach to problem solvingBachelor’s degree desiredIn this role, you will:Provide technical support and issue resolution to our APAC customers through ongoing issue triaging via email, telephone or remote web sessionCollaborate with peers, mentors, our knowledge base, community forums and other internal tools, to provide the most effective, world-class solutions to our customersReproduce issues in-house and respond to customers in a timely mannerRegularly follow-up with customers on recommendations, updates and action plansEscalate issues to Engineering in a timely manner for resolution.Work with our Account Managers to ensure the success of our new customers as they transition into the day to day use of our product - ensuring the access of their entire employee base to all of the resources needed - their servers, workstations and laptops, the networks they access to all of the web and on-premise applications they use every dayResearch and evaluate technologies to create new knowledge base articles that capture new information for reuse throughout the organization and for end users.Where you’ll be working/Location:JumpCloud is committed to being Remote First. All of our roles are remote. If a role requires you to be in a certain location or country, that will be clearly stated in the job description. All roles posted in United States locations do require that you be located within one of the 50 U.S. States.Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote, work from one of our office locations (CO only currently) or flex your time.Why JumpCloud? If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.APPLY FOR THIS JOB
remote
remote
Senior Customer Success Manager
TeleSign (Information technology and services)
Remote (Asia Time Zone Permitted) Negotiable
About TeleSignTeleSign is a cloud communications company that is redefining the way the largest brands in the world protect, connect and engage with their users. With an innovative suite of APIs, enhanced by data intelligence and Machine Learning, TeleSign delivers communication, verification, and Mobile Identity solutions that have been used by almost everyone around the world. In business for more than a decade, profitable, and growing quickly there is no better place to evolve and grow your career.Position SummaryTeleSign is hiring a Senior Customer Success Manager to deliver on all account management activity for TeleSign’s strategic clients. This includes managing the post-sale service delivery engagement and integration through the deployment of the contracted services and growing the relationship thereafter. The Senior Customer Success Manager functions as a consultant to the client through the implementation process, ensuring timely deployment of the services and client satisfaction.Essential FunctionsResponsible for supporting customers during implementation, setup, and complex troubleshooting situations via e-mail, phone, and other industry-leading toolsSupport internal teams with customer configurations and account creations/suspensionsDrive and maintain high customer satisfaction of mid-market clients & partnersIdentify additional use cases and revenue opportunities with assigned clients through continuous account management discussions, and a thorough understanding of the client’s business environment and goalsPartner with the Sales team on continuous improvement of service delivery process, integration discussion, and overall Sales supportCreate and maintain reporting to proactively monitor assigned clients’ activity against forecast/historical trendsAcquire a general understanding of APIs and development tools necessary for troubleshootingAddress and resolve support issues by providing timely feedback and internal escalation as appropriateMonitor route quality using internal tools and escalate issues to external vendors if requiredMaintain knowledge of the industry and TeleSign product offerings to effectively support clientsWork on assigned special projects as appropriateEssential Requirements3+ years of client service and account management experience, preferably within a technical environmentBachelor’s Degree or equivalent customer success experienceSignificant experience using Excel, PowerPoint, MSword, Salesforce, Jira/Confluence, and audio and web conferencing (Zoom, Slack, etc.). Kibana experience is a bonus.Why TeleSignTeleSign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications.Our global team consists of the best and the brightest in the industry and we treat them as such. We provide a variety of excellent benefits ranging from the standard: 401(k) matching, free lunches, generous PTO, and flexible schedules to the not so standard: quarterly performance bonuses, in-house massages, our state of the art office with panoramic views of the marina and hills, and so much more! ;)TeleSign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.TeleSign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.TeleSign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff, and termination processes remain free of illegal discrimination and harassment based on protected characteristics.TeleSign does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.
TeleSign
(Information technology and services)
About TeleSignTeleSign is a cloud communications company that is redefining the way the largest brands in the world protect, connect and engage with their users. With an innovative suite of APIs, enhanced by data intelligence and Machine Learning, TeleSign delivers communication, verification, and Mobile Identity solutions that have been used by almost everyone around the world. In business for more than a decade, profitable, and growing quickly there is no better place to evolve and grow your career.Position SummaryTeleSign is hiring a Senior Customer Success Manager to deliver on all account management activity for TeleSign’s strategic clients. This includes managing the post-sale service delivery engagement and integration through the deployment of the contracted services and growing the relationship thereafter. The Senior Customer Success Manager functions as a consultant to the client through the implementation process, ensuring timely deployment of the services and client satisfaction.Essential FunctionsResponsible for supporting customers during implementation, setup, and complex troubleshooting situations via e-mail, phone, and other industry-leading toolsSupport internal teams with customer configurations and account creations/suspensionsDrive and maintain high customer satisfaction of mid-market clients & partnersIdentify additional use cases and revenue opportunities with assigned clients through continuous account management discussions, and a thorough understanding of the client’s business environment and goalsPartner with the Sales team on continuous improvement of service delivery process, integration discussion, and overall Sales supportCreate and maintain reporting to proactively monitor assigned clients’ activity against forecast/historical trendsAcquire a general understanding of APIs and development tools necessary for troubleshootingAddress and resolve support issues by providing timely feedback and internal escalation as appropriateMonitor route quality using internal tools and escalate issues to external vendors if requiredMaintain knowledge of the industry and TeleSign product offerings to effectively support clientsWork on assigned special projects as appropriateEssential Requirements3+ years of client service and account management experience, preferably within a technical environmentBachelor’s Degree or equivalent customer success experienceSignificant experience using Excel, PowerPoint, MSword, Salesforce, Jira/Confluence, and audio and web conferencing (Zoom, Slack, etc.). Kibana experience is a bonus.Why TeleSignTeleSign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications.Our global team consists of the best and the brightest in the industry and we treat them as such. We provide a variety of excellent benefits ranging from the standard: 401(k) matching, free lunches, generous PTO, and flexible schedules to the not so standard: quarterly performance bonuses, in-house massages, our state of the art office with panoramic views of the marina and hills, and so much more! ;)TeleSign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.TeleSign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.TeleSign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff, and termination processes remain free of illegal discrimination and harassment based on protected characteristics.TeleSign does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.
remote
remote
Customer Success Manager - APJ
Armis (Computer and network security)
Remote (Asia Time Zone Permitted) Negotiable
DescriptionWe are looking for a Customer Success Manager (CSM) to join our growing Customer Success Team who are a key in helping our valued customers achieve their strategic objectives and maximum value from their investment in Armis. This will include helping identify new use cases and growth opportunities by informing the customer of our latest innovations, and capabilities and match these to the clients’ business goals, while also identifying revenue opportunities. The CSM serves as the business liaison between the customer and all cross-functional teams within Armis, including our Executive team, Product Management, Engineering, Solution Architects, Training and Enablement, and others.Location: This is a remote position for those based in SingaporeSuccess in this role requires:A passion for working with people, including an ability to quickly build lasting customer relationships.Technically understanding- able to understand the majority of large enterprise IT concepts.Consultative mindset combined with project-based execution approach.World-class customer-facing and interpersonal skills, professional, insightful, value-driven.Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Armis team and externally to account sponsors and executives.Bring your skills that grasp key business and operational requirements and map them into the necessary Customer Success Plans or playbooks.Be accountable for adoption and renewal targets for assigned customers and for Customer Success programs.Manage technically or politically raised situations or provide appropriate escalation guidance to others.Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards and program status.Establish yourself as the trusted/strategic advisor with accounts and drive the continued value of our platform and services.Advocate customer needs/issues cross-functionally and program-manage customer concerns.Maintain current functional and technical knowledge of the Armis platform and future products.Excellent organizational abilities.Team player.Willing to always go above and beyond for the customer.20-30%Travel.Skills And AbilitiesIntelligent, hard-working, curious individual, that loves to learn and explore.A detail-oriented person, who can see how to construct a huge building from small bricks and stones.Willing and able to meet challenges head-on, solve problems independently and make things happen.Open-minded, flexible and thrive in a highly dynamic, fast-paced, ever-changing environment.A team player who understands that the only way to solve large problems is with teamwork and mutual support.Requirements5+ years of experience as a CSM/TAM in a similarly sized organization and working with large enterprise accounts.Proven experience as a customer advocate in a fast past paced/growth software and cloud company.Possess exceptional verbal, written, social, presentation, and interpersonal skills.Solid understanding of IT security technologies and networking concepts.Knowledge of IoT and security technologies and best practices (advantage).A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes.About ArmisArmis is the first agentless, enterprise-class security platform to address the new threat landscape of unmanaged and IoT devices. Fortune 1000 companies trust our unique out-of-band sensing technology to discover and analyze all managed, unmanaged, and IoT devices—from traditional devices like laptops and smartphones to new unmanaged smart devices like smart TVs, webcams, printers, HVAC systems, industrial robots, medical devices and more. Armis discovers devices on and off the network, continuously analyzes endpoint behavior to identify risks and attacks, and protects critical information and systems by identifying suspicious or malicious devices and quarantining them. Armis is a privately held company and headquartered in Palo Alto, California.
Armis
(Computer and network security)
DescriptionWe are looking for a Customer Success Manager (CSM) to join our growing Customer Success Team who are a key in helping our valued customers achieve their strategic objectives and maximum value from their investment in Armis. This will include helping identify new use cases and growth opportunities by informing the customer of our latest innovations, and capabilities and match these to the clients’ business goals, while also identifying revenue opportunities. The CSM serves as the business liaison between the customer and all cross-functional teams within Armis, including our Executive team, Product Management, Engineering, Solution Architects, Training and Enablement, and others.Location: This is a remote position for those based in SingaporeSuccess in this role requires:A passion for working with people, including an ability to quickly build lasting customer relationships.Technically understanding- able to understand the majority of large enterprise IT concepts.Consultative mindset combined with project-based execution approach.World-class customer-facing and interpersonal skills, professional, insightful, value-driven.Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Armis team and externally to account sponsors and executives.Bring your skills that grasp key business and operational requirements and map them into the necessary Customer Success Plans or playbooks.Be accountable for adoption and renewal targets for assigned customers and for Customer Success programs.Manage technically or politically raised situations or provide appropriate escalation guidance to others.Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards and program status.Establish yourself as the trusted/strategic advisor with accounts and drive the continued value of our platform and services.Advocate customer needs/issues cross-functionally and program-manage customer concerns.Maintain current functional and technical knowledge of the Armis platform and future products.Excellent organizational abilities.Team player.Willing to always go above and beyond for the customer.20-30%Travel.Skills And AbilitiesIntelligent, hard-working, curious individual, that loves to learn and explore.A detail-oriented person, who can see how to construct a huge building from small bricks and stones.Willing and able to meet challenges head-on, solve problems independently and make things happen.Open-minded, flexible and thrive in a highly dynamic, fast-paced, ever-changing environment.A team player who understands that the only way to solve large problems is with teamwork and mutual support.Requirements5+ years of experience as a CSM/TAM in a similarly sized organization and working with large enterprise accounts.Proven experience as a customer advocate in a fast past paced/growth software and cloud company.Possess exceptional verbal, written, social, presentation, and interpersonal skills.Solid understanding of IT security technologies and networking concepts.Knowledge of IoT and security technologies and best practices (advantage).A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes.About ArmisArmis is the first agentless, enterprise-class security platform to address the new threat landscape of unmanaged and IoT devices. Fortune 1000 companies trust our unique out-of-band sensing technology to discover and analyze all managed, unmanaged, and IoT devices—from traditional devices like laptops and smartphones to new unmanaged smart devices like smart TVs, webcams, printers, HVAC systems, industrial robots, medical devices and more. Armis discovers devices on and off the network, continuously analyzes endpoint behavior to identify risks and attacks, and protects critical information and systems by identifying suspicious or malicious devices and quarantining them. Armis is a privately held company and headquartered in Palo Alto, California.
remote
remote
Customer Success Manager
iProov (Computer software)
Remote (Asia Time Zone Permitted) Negotiable
Customer Success Manager - APACIf you’d like to make the online world a safer place, come and join us.About iProov:iProov is the world leader in face biometric verification. We establish trust in remote users and deliver effortless, customer centric, device independent authentication tied to trusted ID credentials. We are on a mission to make the Internet a safer place for businesses and consumers.Our unique facial biometric technology allows banks, governments, healthcare and travel providers to verify customer identity online and provide simple access to secure services. In 2020 we were recognised as a Gartner Cool Vendor and as the 5th fastest growing technology company in the UK by Deloitte. We work with leading customers & partners across a number of industry sectors worldwide - organisations using our technology include the US Department of Homeland Security, the UK Home Office, the NHS, Eurostar, the Australian government, the Singapore government, ING and many more.Our flagship Genuine Presence Assurance technology continues to solidify its global market leadership, with verifications growing at a consistent rate of 25% per month worldwide. This has been driven by demand from organizations needing to verify the identity of online users to prevent fraud. iProov’s patented technology assures the genuine presence of an online user to ensure they are the right person, a real person, and authenticating right now.Diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together. We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our purpose.The Role:As a CSM, you will play a key role in driving product adoption, business outcomes and success for our customers. You should be comfortable engaging at a senior level, backed by a strong understanding of our customer’s and partners’ business and become an internal champion of the business outcomes most critical to their specific business needs.Key to this role is:the ability to articulate value, inspire customers to sell the value of the iProov products and encourage adoption and expansion. The ideal candidate should possess strong business and analytical expertise as well as strong technical background in a SaaS API/SDK space.working closely with our Partner, Solutions Consulting and Onboarding teams to ensure the success of iProov’s strategic customers and partners, maximising customer retention rates and driving customer and partner growth via facilitating and driving upsells and cross sells to other parts of the customers organisations.building and maintaining strong relationships with multiple contacts within the assigned customer portfolio. He/she will serve as an escalation point of contact for issues that impacts the partner’s success. He/she will be required to maintain strong working relationships with other internal teams such as Sales, Marketing, Product, Engineering & Research.As a CSM, you are ultimately responsible for the health, product adoption, retention, and growth of your portfolio of customers and partners; this is driven through demonstrating the value of the products and services provided to the partner’s business via regular touch bases, weekly, monthly and/or quarterly reviews and other adhoc engagements.The CSM can be remote anywhere in the Singapore and will report to the Head of CSM.Responsibilities:Manage the customer life cycle which includes initial launch and onboarding, coordinating all customer related activities, maintaining a healthy steady state, executive alignment, renewal and growth of the customers.Work with the account management team to plan and execute long term success plans to facilitate retention and growth via generating additional upsell and cross sell opportunitiesService a portfolio of customer accounts, while maximising retention and adoption. Develop and maintain long-term relationships with stakeholders in your account portfolio.Identify and qualify growth opportunities for Account Managers to drive strategic expansion and growthWork cross-functionally with product, engineering, sales, marketing, and other teams to facilitate resolution of technical or product issues and work towards their stated goals.Manage partner feedback and product needs by providing feature requests to internal teams.Being always attentive to customer needsBeing responsible for identifying key strategies for revenue acceleration and conducting QBRsDeveloping and executing success plans, as well as tracking and reporting on key metrics to ensure adoption and successDesirable skills, knowledge and experience5+ years of experience in a Customer Success role servicing enterprise accounts. Experience working with Partnerships is desirable.Experience with project/programme management and account planning and prioritization. Solution and outcome orientedStrong technical background in a SaaS API/SDK space is a mustProactively identifies and qualifies issues as opportunitiesAbility to prioritize, multi-task, and perform effectively under pressure.Strong interpersonal communication skills (verbal and written)Track record of successful planning and execution of Executive Business Reviews.Proven availability to collaborate and build strong relationships with customer at a senior levelException analytical and problem-solving skills, including the ability to figure out how things should work, and to identify patterns and trendsFamiliarity with B2B SaaS product organisations, sales processes and consulting best practicesA positive, self-starter attitude and desire to exceed expectations at every opportunityAttention to detail, strong organization skills, and an absolute focus on quality of workStrong social skillsCompany Benefits 25 days Annual Leave, plus 8 Bank HolidaysVitality Health insurancePensionFlexible workingFree Barista Coffee/Tea, biscuits and fruit in the officeFree access to WeWork discounts and free online well-being sessionsAwardsiProov takes home gold in three cybersecurity excellence awards: Government, Financial Services, and Identity Proofing & Corroboration –https://www.iproov.com/blog/cyber-security-awards-government-financeiProov wins Best Biometric Solution at 2021 Cyber Security Global Excellence Awards –https://www.iproov.com/blog/best-biometric-solution-cyber-security-2021iProov named winner of coveted Global InfoSec Award during RSA Conference –https://www.iproov.com/press/iproov-winner-of-global-infosec-award-during-rsa-conference-2021
iProov
(Computer software)
Customer Success Manager - APACIf you’d like to make the online world a safer place, come and join us.About iProov:iProov is the world leader in face biometric verification. We establish trust in remote users and deliver effortless, customer centric, device independent authentication tied to trusted ID credentials. We are on a mission to make the Internet a safer place for businesses and consumers.Our unique facial biometric technology allows banks, governments, healthcare and travel providers to verify customer identity online and provide simple access to secure services. In 2020 we were recognised as a Gartner Cool Vendor and as the 5th fastest growing technology company in the UK by Deloitte. We work with leading customers & partners across a number of industry sectors worldwide - organisations using our technology include the US Department of Homeland Security, the UK Home Office, the NHS, Eurostar, the Australian government, the Singapore government, ING and many more.Our flagship Genuine Presence Assurance technology continues to solidify its global market leadership, with verifications growing at a consistent rate of 25% per month worldwide. This has been driven by demand from organizations needing to verify the identity of online users to prevent fraud. iProov’s patented technology assures the genuine presence of an online user to ensure they are the right person, a real person, and authenticating right now.Diversity at iProov is about reflecting the customers we serve, holding the principles of equality and inclusion at the heart of everything we do and all that we stand for, embracing differences, creating possibilities, and growing together. We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our purpose.The Role:As a CSM, you will play a key role in driving product adoption, business outcomes and success for our customers. You should be comfortable engaging at a senior level, backed by a strong understanding of our customer’s and partners’ business and become an internal champion of the business outcomes most critical to their specific business needs.Key to this role is:the ability to articulate value, inspire customers to sell the value of the iProov products and encourage adoption and expansion. The ideal candidate should possess strong business and analytical expertise as well as strong technical background in a SaaS API/SDK space.working closely with our Partner, Solutions Consulting and Onboarding teams to ensure the success of iProov’s strategic customers and partners, maximising customer retention rates and driving customer and partner growth via facilitating and driving upsells and cross sells to other parts of the customers organisations.building and maintaining strong relationships with multiple contacts within the assigned customer portfolio. He/she will serve as an escalation point of contact for issues that impacts the partner’s success. He/she will be required to maintain strong working relationships with other internal teams such as Sales, Marketing, Product, Engineering & Research.As a CSM, you are ultimately responsible for the health, product adoption, retention, and growth of your portfolio of customers and partners; this is driven through demonstrating the value of the products and services provided to the partner’s business via regular touch bases, weekly, monthly and/or quarterly reviews and other adhoc engagements.The CSM can be remote anywhere in the Singapore and will report to the Head of CSM.Responsibilities:Manage the customer life cycle which includes initial launch and onboarding, coordinating all customer related activities, maintaining a healthy steady state, executive alignment, renewal and growth of the customers.Work with the account management team to plan and execute long term success plans to facilitate retention and growth via generating additional upsell and cross sell opportunitiesService a portfolio of customer accounts, while maximising retention and adoption. Develop and maintain long-term relationships with stakeholders in your account portfolio.Identify and qualify growth opportunities for Account Managers to drive strategic expansion and growthWork cross-functionally with product, engineering, sales, marketing, and other teams to facilitate resolution of technical or product issues and work towards their stated goals.Manage partner feedback and product needs by providing feature requests to internal teams.Being always attentive to customer needsBeing responsible for identifying key strategies for revenue acceleration and conducting QBRsDeveloping and executing success plans, as well as tracking and reporting on key metrics to ensure adoption and successDesirable skills, knowledge and experience5+ years of experience in a Customer Success role servicing enterprise accounts. Experience working with Partnerships is desirable.Experience with project/programme management and account planning and prioritization. Solution and outcome orientedStrong technical background in a SaaS API/SDK space is a mustProactively identifies and qualifies issues as opportunitiesAbility to prioritize, multi-task, and perform effectively under pressure.Strong interpersonal communication skills (verbal and written)Track record of successful planning and execution of Executive Business Reviews.Proven availability to collaborate and build strong relationships with customer at a senior levelException analytical and problem-solving skills, including the ability to figure out how things should work, and to identify patterns and trendsFamiliarity with B2B SaaS product organisations, sales processes and consulting best practicesA positive, self-starter attitude and desire to exceed expectations at every opportunityAttention to detail, strong organization skills, and an absolute focus on quality of workStrong social skillsCompany Benefits 25 days Annual Leave, plus 8 Bank HolidaysVitality Health insurancePensionFlexible workingFree Barista Coffee/Tea, biscuits and fruit in the officeFree access to WeWork discounts and free online well-being sessionsAwardsiProov takes home gold in three cybersecurity excellence awards: Government, Financial Services, and Identity Proofing & Corroboration –https://www.iproov.com/blog/cyber-security-awards-government-financeiProov wins Best Biometric Solution at 2021 Cyber Security Global Excellence Awards –https://www.iproov.com/blog/best-biometric-solution-cyber-security-2021iProov named winner of coveted Global InfoSec Award during RSA Conference –https://www.iproov.com/press/iproov-winner-of-global-infosec-award-during-rsa-conference-2021
remote
remote
Agency Development Manager, Google Customer Solutions (English, Bengali)
Google IT / Development
Remote (Asia Time Zone Permitted) Negotiable
Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.Minimum qualifications:Bachelor's degree or equivalent practical experience.5 years of relevant experience in sales or marketing at an agency, technology, or media company.Ability to speak and write in English and Bengali fluently to interact with client groups in Bangladesh.Preferred qualifications:Sales experience in a technology, advertising, media sales and/or internet environment.Experience with Google Ads and YouTube account management, managing advertising and/or media campaigns.Media experience across a variety of platforms (TV, Radio, Print, Sponsorship, etc.).Ability to multitask; with experience managing multiple accounts simultaneously while paying attention to detail.Ability to thrive in a rapidly changing environment with excellent problem-solving, creative thinking and analytical skills.About The JobBusinesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.As an Agency Development Manager, you will help Google grow our ads business through partner engagement in Bangladesh and Sri Lanka.You will develop and cultivate business partnerships with agencies to help them deliver results and strategic goals, work collaboratively to drive business growth using research, market analysis, and other information, and to be responsive to all partners and external needs. You'll work closely with internal sales teams to exchange knowledge regarding market nuances, partner and customer needs, and local challenges. You will collaborate with executives and act as the point-of-contact for progress updates.When our millions of advertisers and publishers are happy, so are we! Our Google Customer Solutions (GCS) team of entrepreneurial, enthusiastic and client-focused members are the "human face" of Google, helping entrepreneurs both individually and broadly build their online presence and grow their businesses. We are dedicated to growing the unique needs of advertising companies. Our teams of strategists, analysts, advisers and support specialists collaborate closely to spot and analyze customer needs and trends. In collaboration, we create and implement business plans broadly for all types of businesses.ResponsibilitiesManage a portfolio of businesses by understanding growth drivers, identifying opportunities for growth, managing risks and building quarterly plans for achievements.Drive customer growth by delivering outstanding customer sales experience and achieving customer business and marketing objectives.Own end-to-end sales process, by driving customer outreach, sales pitches, solution implementation and performance evaluation.Work towards quarterly business and product growth goals.Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .
Google
(IT / Development)
Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.Minimum qualifications:Bachelor's degree or equivalent practical experience.5 years of relevant experience in sales or marketing at an agency, technology, or media company.Ability to speak and write in English and Bengali fluently to interact with client groups in Bangladesh.Preferred qualifications:Sales experience in a technology, advertising, media sales and/or internet environment.Experience with Google Ads and YouTube account management, managing advertising and/or media campaigns.Media experience across a variety of platforms (TV, Radio, Print, Sponsorship, etc.).Ability to multitask; with experience managing multiple accounts simultaneously while paying attention to detail.Ability to thrive in a rapidly changing environment with excellent problem-solving, creative thinking and analytical skills.About The JobBusinesses that partner with Google come in all shapes, sizes and market caps, and no one Google advertising solution works for all. Your knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow. Using your relationship-building skills, you provide Google-caliber client service, research and market analysis. You anticipate how decisions are made, persistently explore and uncover the business needs of Google's key clients and understand how our range of product offerings can grow their business. Working with them, you set the vision and the strategy for how their advertising can reach thousands of users.As an Agency Development Manager, you will help Google grow our ads business through partner engagement in Bangladesh and Sri Lanka.You will develop and cultivate business partnerships with agencies to help them deliver results and strategic goals, work collaboratively to drive business growth using research, market analysis, and other information, and to be responsive to all partners and external needs. You'll work closely with internal sales teams to exchange knowledge regarding market nuances, partner and customer needs, and local challenges. You will collaborate with executives and act as the point-of-contact for progress updates.When our millions of advertisers and publishers are happy, so are we! Our Google Customer Solutions (GCS) team of entrepreneurial, enthusiastic and client-focused members are the "human face" of Google, helping entrepreneurs both individually and broadly build their online presence and grow their businesses. We are dedicated to growing the unique needs of advertising companies. Our teams of strategists, analysts, advisers and support specialists collaborate closely to spot and analyze customer needs and trends. In collaboration, we create and implement business plans broadly for all types of businesses.ResponsibilitiesManage a portfolio of businesses by understanding growth drivers, identifying opportunities for growth, managing risks and building quarterly plans for achievements.Drive customer growth by delivering outstanding customer sales experience and achieving customer business and marketing objectives.Own end-to-end sales process, by driving customer outreach, sales pitches, solution implementation and performance evaluation.Work towards quarterly business and product growth goals.Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .
remote
remote
Customer Success Manager
Onfido (Information technology and services)
Remote (Asia Time Zone Permitted) Negotiable
How do you verify real people in the digital world? Onfido helps companies see real identity – the humans behind the screens – using world-leading AI and identity experts. Our solutions enable customers to prove their identities, wherever they are, with just an ID and their face. So companies have everything they need to grow their businesses securely.Our AI-based technology assesses whether a user’s government-issued ID is genuine or fraudulent, and then compares it against their facial biometrics. That’s how we give companies like Revolut, Bunq and Remitly the assurance they need to onboard customers remotely and securely.We’re looking for a dynamic Customer Success Manager to grow, nurture and retain our accounts in our Asia & Pacific region.You will manage a portfolio of accounts and be responsible for customer implementations /onboarding customers, Maintaining excellent relationships with client-side senior managers, you’ll deeply understand their priorities and problems.In doing so you’ll help maximise partnership and revenue opportunities for Onfido. Ensuring our customers have the very best Onfido experience includes managing issues, running QBRs when needed, and cross-selling/up-selling relevant products and services, for which you'll have individual targets and commission schemes.As a Customer Success Manager At Onfido You WillManage your existing Book of Business (ongoing usage revenue, renewals, up/cross sales)Work side-by-side with our Account Executive and Product teams to retain a strong service offering and deliver the best Onfido experience possible to our customersClient onboarding and take up of the Onfido service working alongside Client and Onfido representativesSolve client challenges by working in partnership with clients and presenting solutionsBe the voice of the customer internally, including feeding customer priorities in to the Product team (issues and enhancements)Focus on personal and team development to improve team performance to enable us to scale more effectively (best practice sharing)We’re looking for a Customer Success Manager who has a combination of:1+ years experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similarExperience of managing a Book of Business value £200 to £500k+ along with quarterly KPIs such as revenue usage and retention ratesGood commercial business and technical acumen understanding client challenges with IT development and deployment, especially in the SaaS market.A Business solutions focus, with emphasis on helping customers meet business outcomesDemonstrable Stakeholder Management skills, both within service providers and customer teamsThe ability to communicate and present complex information concisely with sound reasoning and strong attention to detailUsed to being the voice of the customer internally, including experience of partnering with Product teams, dealing with prioritisation and demand management problemsService Delivery skills being comfortable monitoring performance and dealing with issue management, resolving problems that help the client and the service providerEvidence of good data analytical skillsExperience working in SaaS environments preferredOnfido CultureOnfidoer’s share a set of core values and want to hear from you if you believe in:> Succeeding together; you work collaboratively and put the team first> Taking pride; you care about quality, producing great work and customer / user outcomes> Creating customer buzz; you demonstrate a strong user / customer focus> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things betterAlong with our multi-national team in our London HQ we have offices in EMEA, America and APAC, making Onfido an exciting and culturally enriching place to work.Onfido BalancePersonal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:> Our Body benefits prioritise health, wellbeing, exercise and recovery.> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.Check out Life at Onfido via our LinkedIn Careers Page !Please note: Onfidoers are all working from home for the time being. We also have switched to a virtual recruitment process and all our Newfidos will be onboarding remotely. Stay Safe!Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.
Onfido
(Information technology and services)
How do you verify real people in the digital world? Onfido helps companies see real identity – the humans behind the screens – using world-leading AI and identity experts. Our solutions enable customers to prove their identities, wherever they are, with just an ID and their face. So companies have everything they need to grow their businesses securely.Our AI-based technology assesses whether a user’s government-issued ID is genuine or fraudulent, and then compares it against their facial biometrics. That’s how we give companies like Revolut, Bunq and Remitly the assurance they need to onboard customers remotely and securely.We’re looking for a dynamic Customer Success Manager to grow, nurture and retain our accounts in our Asia & Pacific region.You will manage a portfolio of accounts and be responsible for customer implementations /onboarding customers, Maintaining excellent relationships with client-side senior managers, you’ll deeply understand their priorities and problems.In doing so you’ll help maximise partnership and revenue opportunities for Onfido. Ensuring our customers have the very best Onfido experience includes managing issues, running QBRs when needed, and cross-selling/up-selling relevant products and services, for which you'll have individual targets and commission schemes.As a Customer Success Manager At Onfido You WillManage your existing Book of Business (ongoing usage revenue, renewals, up/cross sales)Work side-by-side with our Account Executive and Product teams to retain a strong service offering and deliver the best Onfido experience possible to our customersClient onboarding and take up of the Onfido service working alongside Client and Onfido representativesSolve client challenges by working in partnership with clients and presenting solutionsBe the voice of the customer internally, including feeding customer priorities in to the Product team (issues and enhancements)Focus on personal and team development to improve team performance to enable us to scale more effectively (best practice sharing)We’re looking for a Customer Success Manager who has a combination of:1+ years experience in Customer Success Management / Client Service / Account Management / Technical Account Management / Implementation or similarExperience of managing a Book of Business value £200 to £500k+ along with quarterly KPIs such as revenue usage and retention ratesGood commercial business and technical acumen understanding client challenges with IT development and deployment, especially in the SaaS market.A Business solutions focus, with emphasis on helping customers meet business outcomesDemonstrable Stakeholder Management skills, both within service providers and customer teamsThe ability to communicate and present complex information concisely with sound reasoning and strong attention to detailUsed to being the voice of the customer internally, including experience of partnering with Product teams, dealing with prioritisation and demand management problemsService Delivery skills being comfortable monitoring performance and dealing with issue management, resolving problems that help the client and the service providerEvidence of good data analytical skillsExperience working in SaaS environments preferredOnfido CultureOnfidoer’s share a set of core values and want to hear from you if you believe in:> Succeeding together; you work collaboratively and put the team first> Taking pride; you care about quality, producing great work and customer / user outcomes> Creating customer buzz; you demonstrate a strong user / customer focus> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things betterAlong with our multi-national team in our London HQ we have offices in EMEA, America and APAC, making Onfido an exciting and culturally enriching place to work.Onfido BalancePersonal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:> Our Body benefits prioritise health, wellbeing, exercise and recovery.> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.Check out Life at Onfido via our LinkedIn Careers Page !Please note: Onfidoers are all working from home for the time being. We also have switched to a virtual recruitment process and all our Newfidos will be onboarding remotely. Stay Safe!Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.
remote
remote
Senior Customer Success Manager
Verticurl (a WPP Company) (Marketing and advertising)
Remote (Asia Time Zone Permitted) Negotiable
Verticurl (a WPP Company) is currently evaluating top candidates for a Senior Client Success Manager to be a critical member of our growing team in Vietnam. High caliber professionals from around the world are joining our team for the opportunity:To join a very fast-growing global organization that specializes in Marketing Technology (MarTech)To work with talented and multi-cultural colleagues and agency partners in APACTo be constantly exposed to learning new MarTechThis position is a unique opportunity for a Verticurl team member to serve as a trusted consultant to our clients and partners by ensuring they achieve success in MarTech.Customer and Partner SuccessDrive and manage client relationships. Develop data-driven success plans for clients that outline their critical success factorsBuild strong relationships with clients, partners, and marketing leaders to provide data-driven and strategic advice on channel expansion, MarTech or channel optimization, and business growthWork with regional heads of the Client Service team, MarTech functional team, and regional sales to provide recommendations for clients. Drive successful execution of these marketing programs in the country.Manage new prospects from the lead stage to the opportunities stage to deal closure. Regularly monitor customers for potential additional revenue opportunities.# Drive and coordinate pitch proposals and contract negotiations# Prepare proposal on the non-technical scope# Perform sales and pitch presentations# Support pre-sales and sales activities in TaiwanProject ManagementHelp oversee project plans with the delivery team, monitor task completion, and achieve project milestonesPrepare for customer engagement reviews on project status and follow quality assurance proceduresLead marketing insights projects by analyzing client channel strategy, data, and performance and effectively communicating findingsHelp clients identify the right marketing key performance indicators, highlight areas of improvement, and influence strategyPrepare quarterly business reviews to share marketing insight and industry best practices.Skills & Qualifications:This position requires a minimum of 8+ years of digital marketing experience specializing in customer experience, marketing automation, and CRM.Possess experience in data-driven marketing; experience in an agency role is a must with strong knowledge in marketing technologies such as Salesforce Marketing Cloud, Adobe Campaign, Adobe Experience Manager, Magento, etc.This role is based in Ho Chi Minh, VietnamExceptional communication skills in Vietnamese and English is a must.Ability to apply creative and analytical thinking and provide solutions in an always dynamic work environment.Must be able to work independently and function as a strong team player in a multicultural and multi-agency environment.Pro-active, resourceful, detail-oriented and capable of handling a high volume of work.Results-oriented and a strong ability to prioritize and meet deadlines.
Verticurl (a WPP Company)
(Marketing and advertising)
Verticurl (a WPP Company) is currently evaluating top candidates for a Senior Client Success Manager to be a critical member of our growing team in Vietnam. High caliber professionals from around the world are joining our team for the opportunity:To join a very fast-growing global organization that specializes in Marketing Technology (MarTech)To work with talented and multi-cultural colleagues and agency partners in APACTo be constantly exposed to learning new MarTechThis position is a unique opportunity for a Verticurl team member to serve as a trusted consultant to our clients and partners by ensuring they achieve success in MarTech.Customer and Partner SuccessDrive and manage client relationships. Develop data-driven success plans for clients that outline their critical success factorsBuild strong relationships with clients, partners, and marketing leaders to provide data-driven and strategic advice on channel expansion, MarTech or channel optimization, and business growthWork with regional heads of the Client Service team, MarTech functional team, and regional sales to provide recommendations for clients. Drive successful execution of these marketing programs in the country.Manage new prospects from the lead stage to the opportunities stage to deal closure. Regularly monitor customers for potential additional revenue opportunities.# Drive and coordinate pitch proposals and contract negotiations# Prepare proposal on the non-technical scope# Perform sales and pitch presentations# Support pre-sales and sales activities in TaiwanProject ManagementHelp oversee project plans with the delivery team, monitor task completion, and achieve project milestonesPrepare for customer engagement reviews on project status and follow quality assurance proceduresLead marketing insights projects by analyzing client channel strategy, data, and performance and effectively communicating findingsHelp clients identify the right marketing key performance indicators, highlight areas of improvement, and influence strategyPrepare quarterly business reviews to share marketing insight and industry best practices.Skills & Qualifications:This position requires a minimum of 8+ years of digital marketing experience specializing in customer experience, marketing automation, and CRM.Possess experience in data-driven marketing; experience in an agency role is a must with strong knowledge in marketing technologies such as Salesforce Marketing Cloud, Adobe Campaign, Adobe Experience Manager, Magento, etc.This role is based in Ho Chi Minh, VietnamExceptional communication skills in Vietnamese and English is a must.Ability to apply creative and analytical thinking and provide solutions in an always dynamic work environment.Must be able to work independently and function as a strong team player in a multicultural and multi-agency environment.Pro-active, resourceful, detail-oriented and capable of handling a high volume of work.Results-oriented and a strong ability to prioritize and meet deadlines.
remote
remote
Customer Success Associate - Onboarding
Workstream IT / Development
Remote (Asia Time Zone Permitted) Negotiable
PerksPermanently work from homePay wired directly to your bank once a monthPay starts once you begin trainingFixed shift US business hoursPerformance based year end bonusesWork directly with the clientLearn from a team of Stanford, MIT, Google and Harvard alumniCareer fast track for performers and internal mobility Grow with us!We are looking for a full-time, dedicated, and passionate individual to join our growing team. This person will be a core member of our customer success team, and you will be well positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! You will primarily lead new client onboarding for small/mid sized clients, and own customer support. To do this, you will ideally have an empathy for people, can explain concepts clearly and concisely both via email and via video calls, and are tech savvy. You will be measured on how successful clients get onboarded to Workstream, which is quantified as the trial conversion rate. Lastly, Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role is PERMANENTLY remote. Who we areCheck out our company values here! Culture fit is a must have for us, and hopefully these will resonate with you!https://docs.google.com/document/d/1SHaeKG3IUy_1kE0y8FRnM8PPoEdMS0gmNIsSP3dG-3 A/editEntrepreneurial, hungry, passionate and tech-savvyBe hungry and quick to learn.Be a good communicator, both verbal and written. Able to explain concepts clearly and conciselyEmpathetic to customer needs, understand that questions that customers askHave a long-term vision of working and growing with a Silicon Valley based technology startupBe fluent in English and American culture, being able to easily build relationships with US based clientsDetail oriented. Keeping track of notes is a key to success[Nice to have] Startup experience of 1 to 3 years (prior customer success experience even better)[Nice to have] Analytics skills a plus New Client Onboarding (70%)Own the onboarding of new small- and medium-sized customers to Workstream.Lead kickoff calls with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs or our software.To give you an idea of workload, you may do up to 4 or 6 kickoff calls a day, with each being 45min-1hour long.Be an expert in Workstream, so you can guide new users and answer their questions.Make adjustments to client accounts as needed.Be the point person about new clients during their onboarding process. Collaborate with sales and other customer success teammates to pull in resources and support as needed.Keep track of client activity, notes, and next steps clearly in SalesforceConduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas.Most of customer success work will be done remotely (phone, email, and Zoom). Occasionally (very rarely) we will visit clients in person, whether locally or involving travel. Customer Support (30%)You are our first line of response when a customer reaches out with any questions. Clients can reach out via emails, Intercom, and the occasional phone call or text.Own the customer support work! Promptly respond to client questions -- depending on the tier, within minutes/hours or in 1-2 business days.Learn quickly, and create reusable content. When a customer asks a question, summarize the response in an email template, so they can be re-used to make the next time faster.Escalate issues to teammates and engineering team as needed. Have judgment on what is user error, poor training, bugs in product, and feature request.Proactively check-in with clients based on triggers and automation. We have a very cool system of automation that sends out alerts, so you can act on the alert and contact our clients! 
Workstream
(IT / Development)
PerksPermanently work from homePay wired directly to your bank once a monthPay starts once you begin trainingFixed shift US business hoursPerformance based year end bonusesWork directly with the clientLearn from a team of Stanford, MIT, Google and Harvard alumniCareer fast track for performers and internal mobility Grow with us!We are looking for a full-time, dedicated, and passionate individual to join our growing team. This person will be a core member of our customer success team, and you will be well positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful! You will primarily lead new client onboarding for small/mid sized clients, and own customer support. To do this, you will ideally have an empathy for people, can explain concepts clearly and concisely both via email and via video calls, and are tech savvy. You will be measured on how successful clients get onboarded to Workstream, which is quantified as the trial conversion rate. Lastly, Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role is PERMANENTLY remote. Who we areCheck out our company values here! Culture fit is a must have for us, and hopefully these will resonate with you!https://docs.google.com/document/d/1SHaeKG3IUy_1kE0y8FRnM8PPoEdMS0gmNIsSP3dG-3 A/editEntrepreneurial, hungry, passionate and tech-savvyBe hungry and quick to learn.Be a good communicator, both verbal and written. Able to explain concepts clearly and conciselyEmpathetic to customer needs, understand that questions that customers askHave a long-term vision of working and growing with a Silicon Valley based technology startupBe fluent in English and American culture, being able to easily build relationships with US based clientsDetail oriented. Keeping track of notes is a key to success[Nice to have] Startup experience of 1 to 3 years (prior customer success experience even better)[Nice to have] Analytics skills a plus New Client Onboarding (70%)Own the onboarding of new small- and medium-sized customers to Workstream.Lead kickoff calls with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs or our software.To give you an idea of workload, you may do up to 4 or 6 kickoff calls a day, with each being 45min-1hour long.Be an expert in Workstream, so you can guide new users and answer their questions.Make adjustments to client accounts as needed.Be the point person about new clients during their onboarding process. Collaborate with sales and other customer success teammates to pull in resources and support as needed.Keep track of client activity, notes, and next steps clearly in SalesforceConduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas.Most of customer success work will be done remotely (phone, email, and Zoom). Occasionally (very rarely) we will visit clients in person, whether locally or involving travel. Customer Support (30%)You are our first line of response when a customer reaches out with any questions. Clients can reach out via emails, Intercom, and the occasional phone call or text.Own the customer support work! Promptly respond to client questions -- depending on the tier, within minutes/hours or in 1-2 business days.Learn quickly, and create reusable content. When a customer asks a question, summarize the response in an email template, so they can be re-used to make the next time faster.Escalate issues to teammates and engineering team as needed. Have judgment on what is user error, poor training, bugs in product, and feature request.Proactively check-in with clients based on triggers and automation. We have a very cool system of automation that sends out alerts, so you can act on the alert and contact our clients! 
remote
remote
Customer Service Manager
SingSaver (Financial services)
Remote (Asia Time Zone Permitted) Negotiable
THE ROLEAs the first point of interaction between SingSaver and our customers, the Customer Service team are the brand ambassadors for the company. The Customer Service Manager is expected to oversee the customer service team. He/she will serve as the key point of contact for everything Customer Service related within SingSaver.YOUR TASKSMaintain and optimise customer service processes to improve operational efficiency and customer service levelsMaintain and optimise tools used to resolve customer issues, e.g. FAQs, customer service platform, chatbotsMaintain accurate records and document all customer service activities and discussionsDrive team KPIsResolve customer challenges by identifying and escalating issues appropriatelyOwn special escalation cases from end to endCollaborate with other teams within SingSaver to resolve customers’ issues on application tracking, promo redemptions via email and social mediaSupport launch and implementation of new promotions, verticals, and productsManage incoming inquiries related to product or reward redemption processes. Queries may come in via email/ social media channels (Facebook/ Instagram/ Telegram)/ calls monitoringUnderstand development needs and provide coaching, training and support to team membersMonitor the performance and delivery quality of customer service agentsSKILLS & REQUIREMENTS6+ years customer support experienceTeam management experience is a must, with experience managing cross country teams a plusExcellent team working skills and flexibility in their approach to workFluency in English, in writing and speakingAbility to clearly understand and state the issues customers presentAbility to compose a grammatically correct, concise, and accurate written response Communicates well to internal and external stakeholders (when required)Effective problem-solving skills including decision making, time management and immediate prioritization of tasks as assignedFamiliarity with Microsoft Excel or Google Sheets, Microsoft PowerPoint or Google Slides, Microsoft Word or Google DocsExperience in using Zendesk, chatbots and other customer service tools is a plusWhat can you expect from us?Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission. Work: We have a team of over 400 talented individuals in 6 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives. Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun. Thrive: We launched in 2014 and fast-forward 7 years we now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career. Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group
SingSaver
(Financial services)
THE ROLEAs the first point of interaction between SingSaver and our customers, the Customer Service team are the brand ambassadors for the company. The Customer Service Manager is expected to oversee the customer service team. He/she will serve as the key point of contact for everything Customer Service related within SingSaver.YOUR TASKSMaintain and optimise customer service processes to improve operational efficiency and customer service levelsMaintain and optimise tools used to resolve customer issues, e.g. FAQs, customer service platform, chatbotsMaintain accurate records and document all customer service activities and discussionsDrive team KPIsResolve customer challenges by identifying and escalating issues appropriatelyOwn special escalation cases from end to endCollaborate with other teams within SingSaver to resolve customers’ issues on application tracking, promo redemptions via email and social mediaSupport launch and implementation of new promotions, verticals, and productsManage incoming inquiries related to product or reward redemption processes. Queries may come in via email/ social media channels (Facebook/ Instagram/ Telegram)/ calls monitoringUnderstand development needs and provide coaching, training and support to team membersMonitor the performance and delivery quality of customer service agentsSKILLS & REQUIREMENTS6+ years customer support experienceTeam management experience is a must, with experience managing cross country teams a plusExcellent team working skills and flexibility in their approach to workFluency in English, in writing and speakingAbility to clearly understand and state the issues customers presentAbility to compose a grammatically correct, concise, and accurate written response Communicates well to internal and external stakeholders (when required)Effective problem-solving skills including decision making, time management and immediate prioritization of tasks as assignedFamiliarity with Microsoft Excel or Google Sheets, Microsoft PowerPoint or Google Slides, Microsoft Word or Google DocsExperience in using Zendesk, chatbots and other customer service tools is a plusWhat can you expect from us?Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission. Work: We have a team of over 400 talented individuals in 6 markets who are hyper passionate about building innovative financial solutions and making an impact on people’s lives. Culture: We take our work seriously but don’t hesitate to keep things light. We can only create magic when we have a little bit of fun. Thrive: We launched in 2014 and fast-forward 7 years we now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career. Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group
remote
remote
Customer Care Associate
edamama (Retail)
Remote (Asia Time Zone Permitted) Negotiable
ResponsibilitiesUndergo CS training on process and related proceduresAssess and resolve non-standard and standard customer queries or concerns across email, chat, phone calls and social media accountsPerform data entry in various tracking tools including ticketsLearn and understand platform’s features, customer policies and product informationEducate customers on the features of the platform; act as a concierge showing care and concern for customers by proactively supporting their needsRespond to customers’ inquiries in a timely mannerMaintain service quality and adherence to SLAs and turnaround timelinesRequirementsBachelor's degree in Business Administration, Marketing or related fields3 years + of customer service, virtual assistance or marketing experience preferredZendesk/other CRM tools experience is a plusSome knowledge of the e-commerce market in the Philippines highly preferredOpen to shift-based work with existing computer / fast internet connection at homeStrong teamwork ethics as well and commitment to achieving team SLAsStrong interpersonal and outstanding English and Tagalog communication skillsWhat We OfferChance to work in a developing industry with skyrocketing growth ratesHigh performing environment where results are more important than effortA parent-first environment, including flexible hours and remote based workCompetitive salary and promotions based on employee skill set and successFreedom in a responsible, collaborative and creative environment
edamama
(Retail)
ResponsibilitiesUndergo CS training on process and related proceduresAssess and resolve non-standard and standard customer queries or concerns across email, chat, phone calls and social media accountsPerform data entry in various tracking tools including ticketsLearn and understand platform’s features, customer policies and product informationEducate customers on the features of the platform; act as a concierge showing care and concern for customers by proactively supporting their needsRespond to customers’ inquiries in a timely mannerMaintain service quality and adherence to SLAs and turnaround timelinesRequirementsBachelor's degree in Business Administration, Marketing or related fields3 years + of customer service, virtual assistance or marketing experience preferredZendesk/other CRM tools experience is a plusSome knowledge of the e-commerce market in the Philippines highly preferredOpen to shift-based work with existing computer / fast internet connection at homeStrong teamwork ethics as well and commitment to achieving team SLAsStrong interpersonal and outstanding English and Tagalog communication skillsWhat We OfferChance to work in a developing industry with skyrocketing growth ratesHigh performing environment where results are more important than effortA parent-first environment, including flexible hours and remote based workCompetitive salary and promotions based on employee skill set and successFreedom in a responsible, collaborative and creative environment
remote
remote
Customer Service Representative - Project Based (100% Remote)
Bold Business IT / Development
Remote (Asia Time Zone Permitted) Negotiable
We are looking to hire a Customer Service Representative with at least 6 months experience in providing customer support.This is for a project-based engagement with the possibility of extension.What will you really do?Answering inquiries and complaints via phone or e-mailAssisting customers by responding to their questionsCommunicate effectively via phone calls and video calls with our customerHandling complaints in a patient and effective mannerGiving the best solution based on details provided by the customer Why We Think This Job Is Great It’s a full-time, 100% remote position where you’ll work from home.You’ll have clear goals and the training resources you need to deliver. How you execute and deliver is up to you. Qualifications At least 6 months call center experienceStrong command of the English Language both oral and writtenMust be highly trainable, pro-active, and has initiativeCapable of working from home with strong internet connectivity.Open for a project-based engagement with a high possibility of extensionWilling to start work immediately and on a graveyard shiftAbility to work with international teams where team members are in different locations and belong to different cultures.About UsBold Business is a remote-first, global outsourced-solutions company with over $7B in service solutions over the past 25 years. Our international team helps the world’s leading companies transform their ideas into bold impacts. From Fortune 500 organizations looking to reduce operational costs by 40%-60% to fast-growth startups looking to scale, we work behind the scenes and empower companies to do more for less.If you like to move fast and have a bias for action, you’ll fit right into our fast-paced, results-based environment. We’re a 100% remote/virtual team environment where you can work from wherever you are.
Bold Business
(IT / Development)
We are looking to hire a Customer Service Representative with at least 6 months experience in providing customer support.This is for a project-based engagement with the possibility of extension.What will you really do?Answering inquiries and complaints via phone or e-mailAssisting customers by responding to their questionsCommunicate effectively via phone calls and video calls with our customerHandling complaints in a patient and effective mannerGiving the best solution based on details provided by the customer Why We Think This Job Is Great It’s a full-time, 100% remote position where you’ll work from home.You’ll have clear goals and the training resources you need to deliver. How you execute and deliver is up to you. Qualifications At least 6 months call center experienceStrong command of the English Language both oral and writtenMust be highly trainable, pro-active, and has initiativeCapable of working from home with strong internet connectivity.Open for a project-based engagement with a high possibility of extensionWilling to start work immediately and on a graveyard shiftAbility to work with international teams where team members are in different locations and belong to different cultures.About UsBold Business is a remote-first, global outsourced-solutions company with over $7B in service solutions over the past 25 years. Our international team helps the world’s leading companies transform their ideas into bold impacts. From Fortune 500 organizations looking to reduce operational costs by 40%-60% to fast-growth startups looking to scale, we work behind the scenes and empower companies to do more for less.If you like to move fast and have a bias for action, you’ll fit right into our fast-paced, results-based environment. We’re a 100% remote/virtual team environment where you can work from wherever you are.
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