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Senior Customer Success Executive, Grove

Full-time

Ho Chi Minh City

Customer Service

July 15, 2022

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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. Most notable companies include QASymphonyKobitonKatalon & Grove. KMS is committed to making a long-lasting social impact by partnering with non-profit organizations that give disadvantaged students fair and better employment opportunities. The company regularly cooperates with universities, participates in IT training activities and specialized events, and sponsors scholarship programs in Vietnam. The company has received many prestigious industry awards and has been named one of the greatest places to work in Vietnam, Asia, and the U.S. for many years in a row.

Grove, the company, helps small and medium APAC businesses digitize their Core HR to create attractive Digital Employee Experiences. At Grove, we believe that being an employee-centric company is the key to sustainable success. We’re equipping companies across the globe with the right HR Technology to build engaging and personalized journeys for their employees. Eventually, our vision is to make work inspiring and fulfilling - at scale.

Responsibilities

  • Work directly with global clients to implement HR projects for them
  • Consult best practice and work-around if the current product does not meet customers' requirements.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Upselling for the existing clients new features, new modules
  • Build sustainable relationship of trust through quick support, open and interactive communication to reach high rate of customers’ renewal

Qualifications

  • From 2 - 3 years of relevant or professional work experience in Customer Success, IT or Technical Product Support is an advantage
  • Good English in both verbal and written with positive language and persuasion skills
  • Technology Understanding. Having HR experience or working for a software company is an advantages. 
  • Passion with Customer Satisfaction Oriented; Be patient, empathic, and able to really listen to customers to provide great service and support.
  • Love to work with customers and external communications.
  • Have willingness to learn and learn quickly
  • Have ability to work under pressure, and handle surprising live calls.
  • Have ability to “read” customers, problem-oriented focus, problem-analysis and solving skills

Benefits and Perks

Perks You'll Enjoy 

  • Working in one of the Best Places to Work in Vietnam
  • Building large-scale & global software products
  • Working & growing with Passionate & Talented Team
  • Diverse careers opportunities with IT Solutions & Consulting, Software Outsourcing, Software Product Development, ...
  • Attractive Salary and Benefits
  • Performance appraisals every year
  • Onsite opportunities: short-term and long-term assignments in North American (U.S, Canada), Europe, Asia.
  • Flexible working time
  • Various training on hot-trend technologies, best practices and soft skills
  • Premium healthcare insurance for you and your loved ones
  • Company trip, big annual year-end party every year, team building, etc.
  • Fitness & sport 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 (foosball, ping pong, gym…), coffee, and snack (instant noodles, cookies, candies…)

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

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