Piktochart is a subscription based business model. Our Customer Success Team wants to proactively engage our users to discover their needs and helping them succeed in using Piktochart beyond their expectations. It makes our day when we hear our users saying, “Wow! I didn’t know that I can do that!”

 

We are looking for an Assistant Team Leader Customer Success to help the team to proactively impact customer lifetime value by increasing retention and driving growth. You will be reporting directly to the Chief Revenue Officer and will have the opportunity to shape a Customer Success Dream Team.

 

We’re flexible in terms of the location for this position so you can be where you are.   

You’re great at:

  • Drive the team to achieve their goals but still be hands on with account management and sales tasks
  • Achieve high retention and high year-over-year renewal by executing win/win strategies for contract renewals that maximise contract value while protecting and enhancing the customer relationship
  • Track the impact of projects on metrics, calculate ROI and report metrics to the CS team and the CRO to continuously optimize campaigns and and boost results
  • Track data on leading indicators and customer utilization trends to understand what’s going well and what’s not use and to provide customer-based product recommendations
  • Help establish and improve customer success workflow and processes for the team by bringing in best practices
  • Work closely with other cross-functional team members to translate user’s needs and product requirements into new solutions for users



You are:

  • 3+ years experience in a customer success, sales or account management role at a Software as a Service (SaaS) company
  • Passionate in wanting to help our users succeed
  • Able to communicate clearly and articulate well:
    • Able to provide direct and precise answers while keeping to the main point without too much elaboration
    • Able to communicate well with people from different backgrounds
    • Able to communicate in a friendly, helpful and cheerful manner with our users
  • Someone who has a great sense of timing; is able to accomplish ahead of deadlines
  • Someone who can collaborate well with others
  • An accountable person who is transparent about your work by keeping your team members and team leader in the loop
  • Able to take a data-driven approach and create actionable strategies based on the analysis
  • Able to influence and drive change without direct authority
  • Share our our HOPEFUL values and wants to work in accordance with those values
  • An organized person with great attention to details

Proficient in speaking and writing in English
*We will only consider candidates with customer success experience in Software as a Service company

 

 

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