Duration of employment
FULLTIME
Industry
E-commerce

Position: Customer Success Executive (Full-time Night Shift)

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Position
Customer Success Executive (Full-time Night Shift)
About us
Software as a service (SaaS) remains the largest market segment in the warp-speed digital transformation, and is forecast to grow to $104.7 billion in 2020. FireApps would be honored to be a top-choice list of SaaS for the merchants on Shopify, the biggest e-commerce platform in the world, and we continuously keep expanding the line of products across multiple platforms along with all modern technology. Our mission is to become a leading SaaS solution provider with outstanding products that furnish and support customers in diverse industry sectors with the best-in-class services.
Job Description
  • – Receive and resolve customer escalation from Outsource team via phone call, email, live chat and remote meeting
  • – Own overall relationship with key/major clients or those with whom we have significant future potential if we take the right actions which include: increasing adoption, ensuring retention, help customers maximise the value with absolute knowledge of the products
  • – Be the customer’s first point of contact. You are their advocate and and work directly with our Product team to help to improve our products (feature requests, improvements, bugs)
  • – Work with clients via online channels, email, phone call and live chat to build Customer Success Plans, establishing critical goals and identify opportunities for growth and up-sell/cross-sell customers to higher plan/another product.
  • – Measure and monitor customers achievement of critical and key performance indicators
  • – Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned clients, to review health metrics
  • – Contribute to building online help center – including writing, producing short videos, and other content formats in English
  • – Provide feedback on the efficiency of the customer success process, create/improve/deliver training when needed.
Requirements
  • Able to work at 6PM-12PM
  • – Good English communication skills both verbal and written
  • – An individual that is passionate and highly motivated to meet and exceed both personal and professional targets
  • – Meticulous in your approach whilst having the ability to prioritize workload ensuring the management of many tasks at once, with a calm and level headed approach
  • – Highly adaptable and quick to learn new information
  • – Strong listening skills and ability to understand others’ viewpoints
  • – Possess a strong work ethic and relentless attitude to achieve success
  • – High levels of tenacity and desire to go above and beyond
  • – Open to a culture of innovation, professional development and collaborating with others in a team
  • – Importantly, an honest and transparent attitude to work and others
  • – Educated to degree level or equivalent
Benefits
  • – Have opportunity to work with overseas clients
  • – Join the dynamic, young and friendly project team
  • – Attend project training before working with clients directly if need
  • – Have the stable career path
  • – Attractive salary, based on skill and experience – 13-month bonus program
  • – Regular technical & soft skill training
  • – Providing Free coffee, tea, candy.
  • – Happy events: kick off, birthday, Moon party
  • – Technical seminar in the company
  • – Support for all sports activities: Football, Yoga,..
  • – Yearly company trip
  • – Salary raises or bonus by work performance per 12 months
  • – All insurances according to Vietnamese Labor law
Contacts
  • – Please send us your wonderful resume to careers@firegroup.io
  • – Should you need any further information, kindly please contact us via (+84)28 2229 9989
  • – Visit FireGroup’s website to know more about our life, culture: https://firegroup.io/