Customer Success Associate

About the Role:

We are looking for a Customer Success Manager to join our APAC team. As a talented, dedicated, and enthusiastic professional, you will play a key role in delivering a best-in-class customer experience, building strong client relationships, driving customer satisfaction, and ensuring our clients achieve maximum value from our solutions.

Your responsibilities:

• Manage platform’s implementation (setup, fine tuning)

• Develop and maintain a deep knowledge of the Onclusive Social solutions to be seen as the Technical expert.

• Gain an understanding of typical business challenges faced by our customers to appropriately map use cases and features within the Onclusive Social product suite.

• Platform troubleshooting and Q&A with the clients over emails/live chat or screen sharing tools

• Monitor key performance metrics across assigned client portfolios to ensure satisfaction, adoption, consumption and ultimately renewal likelihood.

• Support during kick off meetings and strategic business reviews with clients

• Usage of AI tools and automation platform is a big plus

• Proactively identify issues that may impact a project and consult with internal resources to resolve potential issues.

• Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap

• Animate functional trainings on the platform once you have mastered all aspects of the Onclusive Social platform

Who you are:

• You will have 2-3 years of experience in client support for enterprise solutions or data/startup customer-facing role

• Complete professional fluency  in English is an essential requirement

• 2 or 3-year college degree or equivalent required

• Subject matter expertise in one of the following domains: Social Media Analytics, Digital Marketing, Competitive Intelligence, Knowledge Management, Business Intelligence, Account Management;

• Outstanding writer and communicator with strong presentation skills;

• Positive attitude, competitive, confident personality with strongly developed persuasive skills and a customer-focused orientation;

• Proven track record of success in customer support and retention;

• Strong technical background;

• Proactive methods, unparalleled work ethic and hunger to learn.

What we can offer:

We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:

• Competitive salary and benefits

• Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with

• A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support

• We offer access to professional training platforms such as LinkedIn Learning and Coursera to support ongoing development. We also offer virtual training sessions with external providers to ensure that we best match your learning needs.

A note on AI in our hiring process:
We use AI-powered tools to support parts of our recruitment process, such as screening, note taking and scheduling. These tools help us work efficiently, but hiring decisions are always made by people.

During interviews and assessments, we ask candidates not to use AI tools. We want to understand your own thinking, communication style, and problem-solving approach.

We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.