customer success Executive | phSalesCandy

Reporting
Head of Customer Success
Key Accountabilities
Onboarding account & training users
User support
User's adoption of new or under-utilized features
Defining and monitoring customer success
Account renewal billing
UAT
Key Responsibilities
Provide the first level of troubleshooting and support to end-users, over the phone, email, WhatsApp, Viber, Line, and trouble ticket
Submit discovered bug to the developer once confirmed that it is not a feature. Work with the end-user to replicate the bug and to document the steps required to replicate the bug during the bug submission.
Daily follow-up of overall open tickets, issues and complaints from the clients
To verify that the bug is replicated and fixed by Technical Team before closing the trouble ticket
To do the system testing to verify the fixed bugs
Onboarding of new corporate clients, including completing onboarding checklist with the client, setting up and configuring the account from the backend.
Provide on-site or teleconference training to the clients
Provide daily onboarding coaching for new clients upon
To establish and manage the relationship with the clients assigned to you
Routine monitoring (daily for new accounts and monthly for existing accounts) of the client's dashboard to ensure that SalesCandy makes the full impact on the client's closing rate.
Conduct quarterly review with the clients to go through business insights, highlights and lowlights, new features rolled out and to solicit feedback and referrals.
Renew clients before their subscriptions lapse, including the process of providing a quotation, invoicing and following up on payments.
Document FAQ and new features on SalesCandy Support, our knowledgebase.
1 to 3 years of experience as Customer Success Executive
Possess excellent communication skills in English both written and verbal.
SalesCandy is a 100% distributed workplace. You are expected to have a conducive working environment with satisfactory broadband connection to perform your job, at your own expense. Even though this is remote work, the base city of this position is Manila (Philippines) and you are expected to be residing within commuting distance from the city and are able to attend in-person meetings and company events in this city.
Work from Home
Other:
Why Join SalesCandy®?
100% distributed workplace - All Candyholics work remotely from their home, permanently.
Unlimited paid annual leave - Take as many paid days off as you need - provided that your tasks are handled and your KPIs are met.
Semi-flexi hours - You may start work between 8:30am and 10:00am and end work between 5:30pm and 7:00pm respectively.
Global domination - We are growing regionally and globally. Join us and enjoy the ride!
Inclusive & diverse workplace - SalesCandy is LGBTQ+ friendly, ethnically diverse and neurodiverse. The only people we can't tolerate are non-performers.
Employee share option scheme - We have an ESOS for key hires. We want to make sure you succeed together with the company!
Entry Level / Junior, Apprentice Customer Service Salestech Software as a Service 1 opening Graduated from high school
SalesCandyTM is one of the fastest growing salestech companies in Malaysia and would be growing regionally within the next couple of years. We value our people and their contributions to our success. SalesCandyTM is a real-time Lead Management System (LMS) that was designed to instantly route leads to the salesperson's phone. Unattended leads will be automatically rerouted to the next available salesperson after 45 seconds. After each action taken, the salesperson could update the lead status with just three simple clicks.SalesCandyTM tracks various actionable metrics like Salesperson Available Rate, Salesperson Lead Acceptance Rate, First Response Time, Call-Through Rate, Walk-in Rate, and Closing Rate to provide full insights to the sales and marketing managers.We are so confident that our solution will help our clients close more sales that if the clients do not see any improvement in closing sales within 60 days, we would return 100% of their money.
Kalibrr

Manila City, Metro Manila
Permanent
Full-time