Us Uk Customer Experience Manager Customer Onboarding (Remote)

Location: Remote. Anywhere in Southeast ASIA

Working Hours: Ability to work complete US hours and adapt to EST,CST or PST

Experience: 2 Years +

Responsibilities And Duties

• Take over customer relationship as soon as the sales are closed/ contract is signed.
• Coordinate set-up requirements internally and with the customer.
• Complete software set up, onboard customers successfully.
• Provide training to the customer, and then hand over the customer to the customer support team for ongoing email and phone support.
• Maintain a relationship with the customer on a regular basis. Brief them of new features.
• Cross-sell and Upsell to the customer over time.
• Responsible for contract renewals.
• Own overall relationship with assigned clients
• Ensure retention and satisfaction of all assigned clients
• Aid clients in achieving their goals

Qualifications and Skills At least 2 years of experience in a customer success/ account management role.

• Must have worked in a SaaS company in any role/ discipline.
• Must have software setup, training and customer onboarding experience.
• Upsell customers to switch to higher software plans.
• Excellent computer skills, including Microsoft Office suite, Gsuite by Google, CRM like Hubspot/ SalesForce. You will also be using Excel, Word, Powerpoint, Google Drive, and e-mail.
• Prior project management experience. Ability to use modern project management tools.
• Experience with at least one of the following: Asana, Monday, Basecamp, Airtable
• Must have experience using customer support tools like Zendesk, Freshdesk, etc.
• Self-starter, Disciplined, and Organized to prepare, maintain, and update your own project plan, tasks, and reporting.
• Analytical
• Demonstrated ability to increase customer satisfaction
• Preferred prior experience in sales or a track record of achieving KRAs
• Associate degree or equivalent

Skills: contract renewals,analytical,organized,email,associate degree,microsoft office suite,customer relationship management,project management,email management,e-mail,crm (hubspot/salesforce),cross-selling,training,upselling,customer success,word,hospitality industry experience,monday,freshdesk,customer support tools (zendesk, freshdesk),sales,asana/monday/basecamp/airtable,customer onboarding,hospitality industry exp,sales experience,e-mail management,disciplined,self-starter,powerpoint,saas,onboarding new customers,reporting,crm like hubspot/ salesforce,degree,microsoft office,excel,asana,saas experience,retention,increasing customer satisfaction,gsuite,customer support tools,associate degree or equivalent,onboarding,google drive,analytical skills,gsuite by google,customer support tools (zendesk/freshdesk),account management,basecamp,airtable,cross selling,zendesk,crm,b2b saas,project planning,modern project management tools,customer support,saas industry experience,software setup,project management tools (asana, monday, basecamp, airtable),hospitality industry,project management tools