Customer Success Specialist (B2B Software)

Hong Kong /
BD Team /
Full Time
Hyper-growth tech startup. VC-backed. Competitive package. Remote work. Friendly team. : )

About imBee
imBee.io is the #1 Customer Chat Management Platform - it's a digital collaboration workspace for all instant communication channels with best-in-class business tools and workflow automation, for companies to scale their business and communicate better externally with customers and internally with teams.

As one of the venture-backed, fastest-growing startups in Asia, we serve customers across the world and across industries and sizes. Some of our happy clients are fintech giants, telecom enterprises, and SMEs in the e-commerce, retail, education, and medical industry.

Our Mission
The world is becoming more conversational - we’re on a mission to empower businesses to scale on all instant communication channels effectively.

We’re reinventing the way businesses communicate with their customers and teams, from the ground up, so businesses can sell more, accomplish more collaboratively, save more, and build better relationships with customers.

Our Culture
We value core principles like kindness and openness. We’re ambitious, collaborative, and fun. We work smart and play hard, and pursue excellence as a team in everything we do. It’s a learning culture that we embrace. 

People in our team is our #1 priority, we care about each and everyone - we want to help you achieve your personal goals along this exciting and unforgettable journey (yes!!).

You can enjoy a flexible work environment (remote work), free snacks, drinks, game rooms, and more!

Role
A customer success specialist develops and maintains long-term business relationships by serving as an internal advocate and client liaison. Typically, they have a hybrid of soft and hard skills required to master technology and manage customer relationships. These professionals are driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. The best customer success specialists demonstrate superb communication, organization, and time management skills, and are able to effectively handle a number of diverse and complex problems at the same time. They work cross-functionally with Product, Sales, Engineering, and Marketing.


Responsibilities

    • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
    • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
    • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
    • Ensure successful delivery of technical and business value propositions according to customer needs
    • Work cross-functionally with Product, Sales, Engineering, and Marketing
    • Provide creative problem solving for complex workflows and use cases
    • Maintain and develop customer success strategies and best practices, as well as customer support content
    • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
    • Maintain existing customer success metrics and data as directed

Requirements

    • 2+ years of experience in customer success in a software company
    • Deep knowledge of SaaS products and services
    • Passionate about customer success and positively impacting the working lives of people.
    • Clear and thoughtful communicator with excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
    • Ready for a role that requires strong leadership, committed priority management, and high emotional intelligence.
    • Comfortable working across multiple departments in a deadline-driven environment.
    • Great problem solving skills, taking a consultative approach to finding the best solution.
    • Active team player, self-starter, and multitasker who can quickly adjust priorities.