We do not inherit the Earth from our ancestors.

Singapore | Hong Kong | China | Thailand | Indonesia

Customer Experience Manager

Customer Experience Manager ensures that our customer journey, across all touchpoints, is pleasant and efficient. You represent the bridge between our customer and our brand. Your ultimate goals are to ensure a higher customer satisfaction, improved cross-sell and up-sell opportunities and increase our SaaS renewal rate. With your excellent communication skill, you will earn our clients’ trust, and ultimately help establish our reputation as a company that offers excellent customer experience

Your responsibilities include:

• ensure customers who use our solutions can utilize them in a timely fashion
• optimize our customer’s experience by ensuring they are able to comprehend and use our solution effectively to achieve their roi
• work closely with our product team to resolve any customer’s technical issues
• maintain positive relationships with customers and convert customers into evangelists
• support the marketing team in creating useful case studies based on positive customers’ experiences
• create and manage a set of processes for the entire customer experience, including but not limited to:
  • onboarding, handover and training
  • technical support and client relationship management
  • renewal + upsell/cross-sell discussions
  • end of relationship
  • trial/ POC management

We expect you to have:

• BA/BS (MBA/Master good-to-have)
• ideally 4+ years of experience in Customer Success, Account Management, Business Development, or other client-facing role
• experience working with cross-functional teams with excellent communication abilities
• ability to create structure and design effective processes and be well organized and diligent in following up with peers or customers
• passion for technology and for being a part of a fast-growing IOT and SaaS company
• comfortable working in a startup environment