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Field Application | Customer Success Manager

Field Application | Customer Success Manager
Company:

Matterport


Details of the offer

Third Party Site
: Matterport is leading the digital transformation of the built world. Our groundbreaking spatial computing platform turns buildings into data making every space more valuable and accessible. Millions of buildings in more than 150 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal and marketing.We're excited to announce that Matterport will be publicly listed on NASDAQ this year. It's an exciting time to join us!Matterport’s global Customer Success & Support team is at the center of our strategic corporate growth strategy. This highly collaborative team works cross-functionally both internally and within our customer organizations to grow and nurture customer engagement, satisfaction, and value optimization. They keep the department running in an efficient manner, and maintain a high level of customer satisfaction, loyalty, and retention. The Manager hires, trains, and supervises Customer Success & Support team members. The manager resolves procedural problems and recommends improvements to management. Matterport is looking for a talented and enthusiastic Team Manager who will contribute directly to the growth and success of Matterport customers and our corporate-level strategic goals in the APAC region. Leading a team of Customer Success Product and Support Specialists, this role will be involved in all aspects of developing and nurturing the team’s account management, customer education, customer support and segment marketing strategies to drive key customer activity and satisfaction. Reporting to the head of customer success and partnering with other members of the Global Success team, this role is responsible for regional customer retention, satisfaction, and revenue growth performance. The ideal candidate is highly collaborative, is a strong and nurturing leader, has a positive can-do attitude, excellent planning and problem-solving abilities, proven operational management skills, and an exceptionally customer-centric point of view. The position is located in Kuala Lumpur, reporting directly to our Senior Manager of Customer Success based at our headquarters in Sunnyvale, California 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 standards Analyze 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

Qualifications:

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 Matterport is shaking up the 3D world. Our team has developed an end-to-end 3D platform that allows anyone to create, edit, and share 3D models of real-world spaces. Our tools are already used by thousands of professionals in a variety of industries, including insurance, architecture, construction, manufacturing, real estate, hospitality, and location-scouting, as well as by hobbyists who just want to dive into 3D capture. At Matterport, we don’t just accept differences — we celebrate it and recognize the value it brings to our customers and employees. Matterport is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won't unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements.Matterport is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. We are committed to providing employees with a work environment free of discrimination and harassment and provides a sense of inclusion and belonging. For information regarding how Matterport collects and uses personal information, please review our Privacy Policies.


Source: Whatjobs

Job Function:

Requirements


Knowledges:
Field Application | Customer Success Manager
Company:

Matterport


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