Easyship has innovated the global shipping landscape with our shipping and logistics technology.
We believe any business should be able to effortlessly ship worldwide, and we work tirelessly to tear down this last barrier of worldwide eCommerce.
We have a global workforce that strategically operates from North America, Europe, Asia, and Australia, and we’re always looking for talent that will propel our rocket ship even higher.
Join our diverse team of developers, sales, and marketing professionals to revolutionize an old-school industry. Help us build the most complete online shipping portal!
Position Title : Customer Success Manager APAC
Reports to : Customer Success Lead
Key Relationships : Sales team, Marketing team, Product team, Operations team
Job Purpose : Help our clients to achieve their business goals by effectively understanding and utilizing the suite of Easyship’s products and features, thereby increasing revenue per client.
Drive product adoption and work with other departments, such as Customer Service and Product, to ensure a seamless customer journey.
What you will do :
Manage a portfolio of large and enterprise clients across Singapore, Australia, and Hong Kong, reducing customer churn and increasing customer satisfaction scores
Conduct customer onboarding, driving product adoption and helping clients to get familiar with our platform and services
Conduct joint business reviews with clients to set goals and desired outcomes that will be incorporated into the Customer Success Plan for the upcoming quarter.
Function as point person to escalate issues and problems that may arise and coordinate its resolution.
Collaborate effectively with multiple teams across different regions and time zones, namely with sales (to manage the handoff of clients), operations (to deal with any emergency with warehouses or couriers) and product / marketing (to drive product improvement)
Analyze weekly and monthly product adoption data to identify up- and cross-sell opportunities
What you will bring :
1+ years of experience in a similar role (customer success manager in a SAAS company), or 2+ years of experience in a sales or account management role
Fluency in English
Analytical, technical acumen
You are a great communicator with the ability to influence and drive action across internal and external teams
You are a self-starter who thrives in a fast-paced start-up environment : you are always willing to take on new projects and do whatever it takes to make your customers happy and your company successful
You are a true team-player who contributes with positive energy to our team
Nice to have :
Experience in a SAAS / PAAS company is a strong plus
Exposure to or ability to understand technical issues
What is in it for you :
On-target earnings up to 18% of the quarterly salary
Occasionally work from home
16 days paid annual leave
Equity in the company
A chance to work in a first-class, global team!