Customer Success Associate

SafetyCulture

Manila, PH
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/27/2021
  • Website: safetyculture.com
  • Company Address: 2 Lacey St, Surry Hills, Sydney, New South Wales 2010, AU

About SafetyCulture

SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester and Manila.

Job Description

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.
 
iAuditor was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth.
 
The Soul 
 
You give a sh#t. You live and breathe customer solutions and you never (ever) give up until the problem is solved. You’re a product advocate who is passionate about putting safety and quality in the hands of every worker.
 
The Role
 
To take our customers from beginners to Champions, Customer Success professionals are the most important touchpoint for a large portfolio of managed enterprise and SMB customers who use iAuditor to drive safety and quality outcomes. The Velocity team manages the end-to-end customer lifecycle for our SMB customers, from delivering pre-sales advisory, provide product expertise to the Sales team, onboarding new customers, drive product adoption, to managing post-sales customer relationship and guides the customer to continue realising value from our product offerings. Fundamentally, the Customer Success function within the Velocity team is the key pillar in ensuring our customers derive value from our products, and ultimately renew and grow their relationship with us.
 
This position is an Associate role based in the SafetyCulture’s Manila Office. This position does not carry a quota or an individual billing requirement, its sole objective is to assist with winning and maintain the relationship at the close of the sales cycle.
 
This role is mostly focussed on the Onboarding / Implementation phase of the customer lifecycle. You will proactively ensure our SMB customers are successful in using iAuditor.  You will Deliver a superior level of service to manage the end-to-end user experience through the customer onboarding. You will be able to orchestrate a series of activities that produce a positive and integrated customer experience that promotes adoption and optimal business outcomes. Gain and utilise account intelligence to drive best practices in solution design and deployment to help customers maximize the value of our software solutions.
The CSA for the Velocity Pod will work with customers on a one-to-one capacity. The CSA should be comfortable both managing complex projects autonomously and partnering with multiple teams, such as Product, Sales, and Marketing.

You're a great fit if you:

    • Have a desire to excel in Project Management
    • Prioritise customer experience with a focus on customer satisfaction and retention.
    • Strive to understand clients' business goals, anticipate future needs and identify solutions.
    • Passionate about the ways SafetyCulture products can be used to accelerate business goals.
    • Love to learn about complex technical products and to understand the intricacies of how systems work.
    • Excellent Communication skills (persuasion, negotiation). At least a 7.5 on the IELTS for speaking, writing, reading, and listening.
    • You're resourceful - might not have all the answers, but you know how to find them.
    • You’re not a passenger! You want to change the world.

The Responsibilities

    • Manage pre and post-sales onboarding stage of a customer lifecycle
    • Follow programmatic, repeatable and scalable processes to onboard customers so that they will continue gaining value from our product
    • Engage with customers and users to understand all elements of their business, products, processes, needs, and pain points
    • Establish strong customer relationships at the user and management levels based on trust and mutual respect and understanding
    • Partner with Account Executives, Pod lead and the Sales teams to drive the completion of successful customer interactions
    • Accurately scope the product and services needed for customers to achieve their goals
    • Build business cases/ROIs to clearly show SafetyCulture’s value to its customers/prospects
    • Assist Sales in providing assistance with product / project proposals
    • Be an expert in the SafetyCulture product offerings and provide solutions to customers to address their business challenges.
    • Develop customer specific enablement content to support rollout, adoption and expansion opportunities
    • Contribute to content that will support the adoption and enablement strategies for a given customer
    • Contribute to process and system and improvement.
Location
 
We are located in the Insular Life building in Ayala Avenue Makati City, just across Ayala Triangle. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office
 
Check out our Facebook and Instagram pages to get a glimpse of the SafetyCulture life!
 
The Company
 
SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester and Manila.
 
Our first product, iAuditor, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact iAuditor can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month.
 
This is an exciting time in SafetyCulture’s history. We now have more than 300 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We’ve raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day.

Related Jobs

Senior Software Engineer

SafetyCulture - Sydney, AU

Support Analyst

SafetyCulture - Sydney, AU

Quality Engineer

SafetyCulture - Sydney, AU

Support Analyst

SafetyCulture - Manila, PH

Customer Success Associate

SafetyCulture - Manila, PH
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.