Customer On-boarding Manager
Easyship Fulfilment Services Ltd
Hong Kong, Hong Kong

Job description

Easyship is revolutionizing the eCommerce space with its sophisticated technology and cloud-based platform. We’ve worked tirelessly to build the most advanced shipping platform to give merchants of any size access to powerful tools to enable their growth.

The Easyship team is full of brilliant, dedicated people focused on revolutionizing the world of eCommerce. It's no small task.

That's why we're looking for energetic, passionate, and confident team members who can leverage technology to help solve logistical headaches.

With headquarters in New York and Hong Kong, and offices in London, Singapore, Taipei, and Melbourne, our global team is reimagining the future of commerce. Want to join us?

Learn more about our unique culture and current opportunities at

Position Title : Customer On-Boarding Manager

Reports to : Head of Customer Success

Key Relationships : Sales team, eFulfillment team, Product team, Operations team

Job Purpose : Help our clients to achieve value through the Easyship platform, driving product adoption and working with Operations and Sales to ensure a seamless customer journey and improve time-to-value metrics.

What you will do :

  • Conduct the on-boarding of small and medium tiered customers, driving product adoption and helping them become familiar with the Easyship platform and services
  • Improve time-to-value metrics and proactively resolving any issue that may arise during closing and after sign-up, and that may affect the overall customer experience
  • Continuously rethink and improve our onboarding strategy, research best on-boarding practices in the SAAS industry and implement them in Easyship
  • 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
  • Incorporate feedback collected from customer onboarding surveys to improve our on-boarding process and sales demos
  • Requirements

    What you will bring :

  • 2+ years of experience in a similar role (customer onboarding), or in account management or customer success
  • 1+ year of experience in a SaaS / PaaS / IaaS company
  • 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 :

  • 2+ years of experience in the logistics industry
  • College degree
  • Exposure or ability to understand technical issues
  • What is in it for you :

    We offer opportunities that will challenge you to solve real business problems, innovate, and grow in ways that you can’t imagine.

    If you are talented, ambitious, have a sense of adventure, and are interested in building a global business that’s a leader in the eCommerce space, we invite you to learn more about us and join our team.

  • Competitive salary, bonus
  • Equity in the company
  • Performance bonus
  • Commuter benefits
  • Generous vacation policy
  • Gym allowance
  • Visa sponsorship to work in our Hong Kong office
  • As we expand, the potential to work in one of our international offices
  • Annual all-company Summit
  • Working with a first class global team
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