Customer success managerStoreHub Sdn Bhd

Are you driven, results-oriented and a team player?
With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail & restaurant businesses the technology and services they need to succeed.
At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.
It is on such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.
If this is a journey you'd like to embark on, keep reading!
What you will do:
Effectively lead the Customer Success Team and evaluate their performance regularly
Analyse and improve existing Customer Success processes with focus on scalability
Ensure service levels are consistently exceeded
Establish best practices through the entire account management from onboarding, to engagement to retention
Interview Customer Success applicants and train new hires
Actively respond to queries, complaints and escalations
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on Success Team's productivity
Provide customer feedback to the appropriate internal teams, like product developers
Maintain an orderly workflow according to priorities
Manage a team of Customer Success Executives and playing an important role in growing the team to approximately 10 member by the end of the year
What makes working at StoreHub awesome (and refreshing!):
Our people - for real! StoreHubbers are some of the smartest and most interesting people you will work with. Expect to do a lot of peer-learning.
Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
It's the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There's no reward for long hours with poor results and there's no penalty for going home on time when you're producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours are not how we measure or talk about a person's contribution.
3-5 years experience in managing Customer Success teams
Strong knowledge of management methods and techniques
Solid technical background with an ability to give instructions to a non-technical audience
Awareness of industry's latest technology trends and applications
Ability to think strategically and to lead
Excellent client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Excellent speaking, reading and writing ability in English and Tagalog
BS/BA Degree or equivalent years of experience
Associate / Supervisor Customer Service Information Technology / IT 1 opening Bachelor's degree graduate
Making Business Awesome For EveryoneStoreHub is one of Southeast Asia's fastest growing technology companies, serving over 15,000 businesses across the region.We enable businesses to be successful by automating operational excellence and customer growth on our merchant platform for omnichannel retail and F&B businesses. The platform consists of a comprehensive range of products such as the Cloud-Based POS, Inventory Management System, QR Ordering, and Food Delivery System.Serving Needs, Not Just ProfitsWith the fast changing world we now live in, it's absolutely critical for businesses to use technology to not just survive but to thrive. We also believe that it's incredibly important to bring the best technology not only to those who can afford it, but to those who have traditionally been marginalised by the technology race. That's why it is our mission to make technology available for everyone, big or small, enabling all businesses to achieve success that is both sustainable and scalable. Why join us:A Place Where People ThriveAt StoreHub, we use the term "pro sports team" to describe how we operate, referring to ourselves as Players (our teammates) and Coaches (our managers). In a pro sports team, we know that winning involves working together with teammates who are extraordinary at what they do and are highly effective collaborators.The satisfaction of being on a pro sports team is immense. Our vision of a great workplace is not free lunches, fancy buildings, or frequent parties. Instead, we believe a great workplace is about a group of people in singular pursuit of ambitious goals - in serving needs of businesses, big or small, by making technology available for everyone. In our team, we let results speak for themselves. There's no reward for long hours with poor results, and there's no penalty for going home on time when you're producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work alone and long hours are not how we measure or talk about a person's contribution. Our model works best for people who value teammates that deliver strong outcomes and results.While our players are fantastic, we know we can always be better. We believe that being at the top of our game must not hinder our desire to constantly pursue growth. Simply assembling a group of talented people in itself is not enough to win goals. They would need to train together to develop cohesion and chemistry, which synergise multiple talents into a single formidable force. In joining us, you'd be signing up for a journey of professional and personal growth with other driven and talented people. You can expect to learn from each other and build something meaningful as a dream team.An important discipline we practice to facilitate growth and teamwork is radical candour - we only say things about teammates that we say to their face (and in a respectful manner). And this goes for interactions with peers, managers, and even with our CEO. We embrace this level of directness so that feedback is real, praise is specific, and criticism is helpful. An important component to our culture of candour is developing a strong sense of self-awareness through frequent and meaningful reflections. We believe that candour and reflection help us grow individually and as a team, with more intentionality and less drama. We use Apple MacBooks, work in a modern and open office, with free parking, a fully stocked pantry, learning benefits, and provide health insurance. These are not random perks. Rather, we know that the right tools and environment are productivity multipliers that help set our team up for success. From ergonomic chairs, to blazing fast Internet, and optimum sunlight at work stations - no detail is ever too small in our design and desire to best support our team's performance. You will also be introduced to over 20 different tools that we use to support basic tasks, so that we can focus our minds on the kind of work that matters. If what you're reading about our team and work philosophy excites you, do get in touch! We'd be just as excited to meet and get to know you as well.
Kalibrr

Makati City, Metro Manila
Permanent
Full-time