Job Description

Location: Kuala Lumpur, Malaysia

Team: Customer Department

Role: Customer Success Manager

Mode: Full-time

Founded in Hong Kong in early 2017, Respond.io is a Business Messaging platform that unifies customer communication for tech-saavy organization that market, sell and support across instant messaging, web chat and email. We are one messaging platform for various use case like marketing purposes, sales, support and engineering.

Role Description

At Respond.io, the Customer Success Manager is pivotal to our company’s success. You will be the go-to resource for top-tier customers to ensure successful product adoption and retention.

Responsibilities

Work closely with customers to define success and assist them to drive the significant value of using the Respond.io platform
Provide informative onboarding support to our customers to ensure a positive customer experience
Build and maintain a strong relationship with internal and external stakeholders
Serve as a point of escalation for customer issues and ensure quick resolution
Understand deeply customer needs, use cases, and objectives in order to ensure that the Respond.io platform is properly leveraged
Monitor and report on the overall customer happiness towards Respond.io platform and usage reports
Monitor and be responsible of high customer satisfaction and retention
Fully understand Respond.io platform capabilities, identify opportunities for customer’s further growth while working collaboratively with the internal team to position upsells

Qualifications

Bachelor’s Degree in Business Administration, Information Systems Management, or Information Technology or anything similar
3+ years of experience in Customer Success role or equivalent handling B2B customers in SaaS organization
Excellent communication skills in English with an ability to clearly explain complex ideas verbally and in writing
Work closely with the internal Operations department (Sales, Marketing & Customer Success) and understand their processes
Excellent listening skills and the proven ability to understand and provide accurate support and solution
Well-organized, with high attention to detail and the ability to prioritize tasks well

Here's what's in for you

You will become part of an amazing culture with smart teammates who actually care
You will grow more here than you would anywhere else, that is a promise
Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you'll always be looking forward to it!
Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
You'll get to experience a very competitive compensation
You'll be covered exclusively on one of the highest medical and dental insurance especially for you
Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it.
You'll be entitled to stock options with terms and condition
Flexible working environment and working hours
Beer O'Clock on Fridays? Naah, we have it every day!