Customer Success Manager APAC
Easyship Fulfilment Services Ltd
Hong Kong, Hong Kong

Job description

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
  • Requirements

    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
  • College degree
  • Exposure to or ability to understand technical issues
  • What is in it for you :

  • Competitive compensation
  • On-target earnings up to 18% of the quarterly salary
  • Health insurance
  • Occasionally work from home
  • Gym allowance
  • 16 days paid annual leave
  • Equity in the company
  • A chance to work in a first-class, global team!
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