Customer Experience Manager | Customer Onboarding

Job Title: Software Onboarding Specialist | Must have SaaS based and Hospitality industry exp

Location: Remote. Anywhere in Southeast ASIA

Work Time : US time zone

Experience: 2 Years +

Responsibilities And Duties

• Take over customer relationship as soon as the sales are closed/ contract is signed.
• Coordinate set-up requirements internally and with the customer.
• Complete software set up, onboard customers successfully.
• Provide training to the customer, and then hand over the customer to the customer support team for ongoing email and phone support.
• Maintain a relationship with the customer on a regular basis. Brief them of new features.
• Cross-sell and Upsell to the customer over time.
• Responsible for contract renewals.
• Own overall relationship with assigned clients
• Ensure retention and satisfaction of all assigned clients
• Aid clients in achieving their goals
  
  

Qualifications and Skills At least 2 years of experience in a customer success/ account management role.

• Must have worked in a SaaS company in any role/ discipline.
• Must have software setup, training and customer onboarding experience.
• Upsell customers to switch to higher software plans.
• Excellent computer skills, including Microsoft Office suite, Gsuite by Google, CRM like Hubspot/ SalesForce. You will also be using Excel, Word, Powerpoint, Google Drive, and e-mail.
• Prior project management experience. Ability to use modern project management tools.
• Experience with at least one of the following: Asana, Monday, Basecamp, Airtable
• Must have experience using customer support tools like Zendesk, Freshdesk, etc.
• Self-starter, Disciplined, and Organized to prepare, maintain, and update your own project plan, tasks, and reporting.
• Analytical
• Demonstrated ability to increase customer satisfaction
• Preferred prior experience in sales or a track record of achieving KRAs
• Associate degree or equivalent
  
  

Skills: gsuite,freshdesk,software setup,reporting,crm,project management tools,associate degree or equivalent,asana/monday/basecamp/airtable,customer support tools (zendesk/freshdesk),customer relationship management,customer onboarding,cross selling,project planning,microsoft office,disciplined,saas industry,increasing customer satisfaction,sales,asana,self-starter,airtable,zendesk,powerpoint,customer support tools (zendesk, freshdesk),microsoft office suite,email management,saas experience,onboarding,customer support tools,onboarding new customers,google drive,training,email,e-mail management,project management,associate degree,analytical,basecamp,organized,hospitality industry,analytical skills,hospitality industry experience,monday,cross-selling,crm (hubspot/salesforce),customer success,saas,word,account management,project management tools (asana, monday, basecamp, airtable),customer support,contract renewals,excel,sales experience,saas industry experience,b2b saas,upselling