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CUSTOMER SUCCESS EXECUTIVE (GROVE)

 
Customer Service
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Location: Ho Chi Minh City

Established in 2009, KMS Technology is a U.S.-based engineering and software services company with development centers in Vietnam. Over 11 years of operation, KMS Technology has been trusted by international clients for the superior quality of products and expertise of Vietnamese engineers. more

Established in 2009, KMS Technology is a U.S-based engineering and services company with development centers in Vietnam. International clients trust KMS Technology for the superior quality of products and expertise of Vietnamese engineers.

KMS builds and successfully launches its own software companies through its internal startup incubator, UpStar Labs, is started to help founders and developers build and launch great software in the global market. We invest in tech startups and provide the necessary support and infrastructure for them to be successful. Our portfolio companies include QASymphonyKobitonKatalonGrove HR and Sprynkl. If you are passionate, talented, and ambitious, work with us or join one of our portfolio companies to conquer the world together.

About Grove HR

Grove HR is an HR Tech company that helps small and medium businesses in APAC digitize their Core HR so that they create attractive Digital Employee Experiences.

At Grove, we value diversity, inclusivity, creativity, and innovation so everyone can maximize their potentials and have the best working time.

Job Description

Scope:

  • Build and improve our onboarding process for our B2B SaaS HR platform
  • Create online materials to ease the onboarding and implementation process of our solution
  • Build materials and processes to ensure client success post-implementation and keep educating them as they use our product
  • Coordinate with the Product and Engineering teams for technical support
  • Upsell customers on additional product value 
  • In charge of all support channels - including but not limited to online support, live chat support, on-site support when applicable
  • Provide feedback to the Product team based on client feedback
  • Be able to conduct online demo with clients with the sales team
  • Comfortable calling clients to ask for feedback or doing prospect interviews

Key hard KPI include:

  • Customer satisfaction metrics (NPS, CSAT, etc.)
  • Churn 
  • Retention

Qualifications

Profile:

  • Prior experience in Customer Success in B2B for 1-3 years is preferred 

  • Experience in the early stage of a growing tech startup is preferred

  • Excellent communication skills and good presentation in both Vietnamese and English

  • Previous experience using SaaS product is a plus (in any industry)

  • Process and result-driven

  • Motivated by the challenge of building a team from scratch for a SaaS product

  • Hard working, high achiever

  • Had demonstrated personal persistence in the past

  • Good command of English (listening, reading, writing, reading)

Additional Information

Perks you Enjoy

  • Working in one of the Best Places to Work in Vietnam
  • Building large-scale & latest technology software products
  • Working & Developing with Passionate & Talented Team
  • Attractive Salary and Benefits
  • Flexible working time
  • Premium health care insurance for you and your loved ones
  • Company trip in every summer, big annual year-end party every year, team building, etc.
  • Fitness & sports activities: football, tennis, table-tennis, badminton, yoga, swimming…
  • Joining community development activities: 1% Pledge, charity every quarter, blood donation, public seminars, career orientation talks,…
  • Free in-house entertainment facilities (football, ping pong, gym…), coffee (latte, cappuccino, espresso) and snack (instant noodles, cookies, candies…)

And much more, join us and let yourself explore other fantastic things!

Application Form

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