- 3+ years of experience in Customer Success, Account Management, or equivalent history of increasing customer satisfaction, adoption, and retention at scale
- BA/BS or equivalent required, MBA or equivalent preferred
- Proven ability to deliver against sales/quota targets, proven track record of growing an existing account base preferred
- Proficiency with CRM and BI tools to drive performance
- Proficiency in Zendesk or other support applications is a plus
- Proven aptitude for managing complexity in workload with multiple stakeholders
- Highly motivated, self-starter with a passion for delivering the best possible customer experience; ability to multitask in a fast-paced environment with exceptional attention to detail
- A documented and clear history of being a team player, contributor, and positive person and thinker
- Experience working with SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude
- Excellent communication, interpersonal skills, and eloquent writing skills
- Experience in providing customer training and sales presentationsIncredible relationship management, analytical, and critical-thinking skills
- Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
- Proven ability to get things done and thrive in the dynamic environment of a high-growth startup
Responsibilities
- Lead the APAC Success & Support team in providing proactive support, onboarding, adoption, retention, and growth programs for Matterport’s APAC region customers
- Coach team members to deliver on the Matterport value proposition for various customer segments and drive customer value realization through the design and deployment of customer training, engagement, upsell/cross-sell, and customer support efforts
- Lead team to maintain a cadence of proactive communication with customers about product features, new use cases, and added value opportunities to grow customer engagement and sentiment at scale
- Represent the voice of the customer internally to inform our sales process, product roadmap, support processes, and general customer communications strategy
- Maintains an environment where team members can excel through encouragement and empowerment
- Coaches and disciplines employees; communicates job expectations
- Provides a documented growth path for team members and supports agent career growth
- Support the SMB Growth Manager’s efforts to analyze customer health metrics, run NPS surveys and gather other customer satisfaction data
- Maintain quality service by enforcing quality and customer service standardsAnalyze and resolve quality and customer service problems; identify trendsServe as a point of escalation for customer issues
- Utilize CRM and platform data to forecast and track all renewal, upsell, and cross-sell activities
- Maintain product expertise across the Matterport solution
- Drive root cause analysis for process failures; drive corrective action to avoid future failures
- EPF
- SOCSO
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