UpStar is an incubator fully sponsored by KMS Technology. Our aim is to build global products made by Vietnamese teams
Every product we build needs to be global and become a market leader. Of the 3 products incubated at UpStar so far, the first exited successfully (QASymphony), 1 raised its first round as an independent company (Kobiton) and 1 is on track to become the global market leader in its category (Katalon)
We are now building our 4th generation of Product aimed at the HR / People industry (SaaS B2B product)
Responsibilities
Scope:
Build and lead a Customer Success team for our SaaS B2B product
Hands-on with the CS operation
Makes sure paying customers get fast technical support, updates and are satisfied with the support
In charge of all support channels - including but not limited to online support, live chat support, on-site support when applicable
Coordinate with Marketing and Product to adjust the product roadmap based on customer feedback
Work closely with Marketing to create relevant content to educate and onboard customers
Hire, train and coach CS executives
Improve the CS process in order to minimize churn
Work closely with Sales & Marketing to maximize internal revenue generation
Represent our brand and positioning adequately
Key hard KPI include:
Customer satisfaction metrics
Churn
Qualifications
Profile:
Prior experience in B2B CS for at least 3 years
Experience in the early stage of a growing tech startup is preferred
Excellent communication skills and good presentation in both Vietnamese and English
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
Benefits and Perks
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.
