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CUSTOMER SUCCESS MANAGER (UPSTAR LABS)

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|
Location: Ho Chi Minh City

KMS is a 10-year-old Global Technology company specialized in Software Outsourcing, Software Product Development, IT Solutions & Consulting. Besides providing excellent Technology Consulting & Services, KMS has launched some awesome global products: QASymphonyKatalon StudioKobitonSprynkl and there will be others to come. more

Job Description

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

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, boxing, 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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