Customer Success Associate
Inspectorio, Philippines
Job Description
ABOUT US
Inspectorio is a SaaS company founded in 2016, aimed at helping brands, retailers and manufacturers build an interconnected supply chain. Through our suite of products, including RISE, SIGHT, and TRACKING, we’re able to support our customers to manage risk through digitalized quality, compliance, and production tracking programs.
Bound by our mission to build an interconnected, sustainable, and transparent supply chain, and was named Best Tech StartUp in 2021 by The Tech Tribune. And the industry sees our vision, as today, Inspectorio is used by over 8,000 customers, including some of the largest brands and retailers in the world.
The CS ECOSYSTEM Team helps customers transform and evolve their business through the use of Inspectorio’s network platform, mobile apps, and software infrastructure. As part of a dynamic team in this rapidly growing business, you will shape the future of organizations of all sizes and use technology.
As a CS Associate, you will provide business-critical insights using data and analytics, ensure cross-functional alignment, and drive strategic partnerships and new initiatives forward for our largest enterprise level accounts. You will advocate the innovative power of our products to make organizations more productive, collaborative and effective.
Responsibilities:
- Manage a portfolio of Ecosystem Customer Accounts and help drive CS metrics such as GRR, NRR, Adoption, CSAT
- Lead ecosystem onboarding activities with stakeholders internally and externally to ensure organizations’ successful login and adoption.
- Present a company 360 view of customers’ key performance metrics and health score
- Lead ecosystem renewal activities with necessary emails and meetings to ensure timely renewal.
- Conduct refreshing and new feature training for ecosystem organizations to ensure smooth and deeper adoption.
- Seek and find upsell opportunities and work with sales/expansion teams to get the deals.
- Crossfunctional collaboration to address any potential process gaps.
- Complete quarterly OKRs and KPIs and meet defined GRR targets
- Collecting Ecosystem organizations’ feedback about products and workflow and coordinating with stakeholders to improve them.
- Help establish/improve processes necessary to ensure efficient and effective team operations.
- Work with cross-departments on calibration and optimization of tools and processes.
Requirements
- 1-3 year working experiencein customer success or related role
- Excellent English communication skills
- Presents very organized and structured thinking for planning and execution purposes.
- Utilize forward-thinking to implement creative ways to solve complex customer challenges.
- Please submit your resume in English
COMPETENCIES
- Patience and attention to details for operational work
- Exceptional organizational and analytical skills
- Excellent communication and presentation skills
- Ability to analyze and utilize data to drive insights related to product, user education, and support improvements.
- Ability to make timely decisions and have sound judgment.
- Ability to collaborate within internal, cross-functional and cross-cultural teams (e.g. product management, other customer success team members, customer support, sales and operations) to deliver effective solutions to customers
- Strong individual contributor with a commitment to the customer
Benefits
Why it would be awesome to work with us
- Unlimited annual leave: Yes, you heard that right! We take work:life balance seriously!
- Flexible working: You can WFA, or from our many hubs around the world.
- Project ownership: Whatever work or social project you’re passionate about, we’ll listen!
- Fun: Company-sponsored trips, weekly parties, sporting events, and more.
- Personal and professional growth: we make sure to invest heavily in our team!
- Global team: you’ll be joining a fun, and welcoming global team from over 40 countries.
Our Values
Carlos Moncayo, our CEO wrote these values himself - he’s deeply passionate about these and they’re at the center of everything we do. They’re in our day-to-day and our driving force for success.
- EXCELLENCE: We pursue mastery and craftsmanship. Good enough is our enemy. We have a thirst and desire for knowledge. There’s always an opportunity to be better.
- AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance, and clear goals instead of orders. We self-assess the quality and impact of our work.
- COURAGE: We share our opinion, even if it’s uncomfortable. We are candid with colleagues. We are willing to e