Customer Success Team Lead

Forter

Singapore City, SG
  • Job Type: Full-Time
  • Function: Professional Svcs
  • Post Date: 01/07/2021
  • Website: forter.com
  • Company Address: Tower 49 12 E 49th st, New York, NY, 10017

About Forter

Forter is the leader in e-commerce fraud prevention, protecting over $150 billion in online commerce transactions for over 620 million consumers globally from credit card fraud, account takeover, identity theft, and more. The company’s identity-based fraud prevention solution detects fraudulent activity in real-time, throughout all online consumer experiences.

Job Description

Forter provides new generation fraud prevention to meet the challenges faced by modern enterprise e-commerce. Only Forter provides fully automated, real-time Decision as a Service™ fraud prevention, with approve/decline decisions backed by a 100% chargeback guarantee. The system eliminates the need for rules, scores, or manual reviews, making fraud prevention friction-free. The result is fraud prevention that is invisible to buyers and empowers merchants with increased approvals, smoother checkout, and the near elimination of false positives - meaning more sales and happier customers. Behind the scenes, Forter’s machine learning technology combines advanced cyber intelligence with behavioral and identity analysis to create a multi-layered fraud detection mechanism. 

Do you enjoy driving customer satisfaction and working with customers to find creative ways to solve business challenges? Are you excited about nurturing relationships with users and learning about their business requirements?

If so, the Forter Customer Success team might be a great fit.

As the Team Lead for APAC, you will guide one of the fastest growing regions at Forter. Working with the local team and its clients, you will provide an effective escalation point for any team or client needs. You will onboard new team members, offering training and development to ensure our clients receive the best value. Your ability to organize, follow up, and be proactive about customer issues will provide continuous improvements to your customer’s satisfaction levels. Your technical aptitude for preventing problems as well as solving them will turn your customers into Forter advocates and repeat customers.

Stuff you'll do:·      

  • Hire, onboard, and manage new members of the regional customer success team
  • Own team performance for the region, helping bolster client retention and satisfaction
  • Determine account assignments in the region for enterprise and strategic clients
  • Personally manage at least one strategic accounts within the region
  • Work with sales leadership for the region on a plan to identify cross-sell opportunities
  • Develop relationships with client execs and represent leadership at business review meetings
  • Track team activity and performance to report on progress directly to department head 
  • Manage escalations for client issues, acting as an effective escalation point to client leadership
  • Validate team account plans for strategic and enterprise accounts
  • Define and conduct regular performance reviews for team members in the region

Stuff you'll need:    

  • 2-3 years of experience leading a client success team at a SaaS company, preferably a startup
  • Experience with a variety of customer service softwares and Salesforce as a CRM
  • Past responsibilities should include interviewing and onboarding members of a team
  • Proven ability to develop, fine tune, and improve skills on people within your team
  • Thorough knowledge of the e-commerce and payments industry is an advantage
  • Strong communication, interpersonal, planning and organizational skills are required
  • Mandarin language skills are a must 
  • Background in project management with a track record of managing multiple projects at once

Benefits:

  • Competitive salary
  • Pension provided through CPF 
  • Comprehensive and generous health insurance, including vision and dental coverage
  • Stock options
  • Generous PTO policy

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