Customer Success Manager, SMB, GrabAds

Grab

Singapore
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/01/2021
  • Website: grab.com
  • Company Address: 28 Sin Ming Lane #01-143, Midview City, 573972

About Grab

Grab is Southeast Asia's leading super app - providing transportation, logistics and financial services. We aim to solve key problems in the region and improve the lives of millions through technology.

Job Description

Get to know our Team:

GrabAds allows Advertisers, Agencies, and Merchants to engage the Grab Audience via innovative online and offline advertising experiences. Through our unique ecosystem and transacting user base, our clients are able to reach their desired audiences at scale, while driving measurable business outcomes. 

We would like You to join our journey to create value for our users, drivers, merchants, and advertising partners, while continuing to make everyday lives better across Southeast Asia.

 

Get to know the Role:

Our Customer Success Managers are core to our client-centric business. They are on the front lines working with our Grab Sales, Operations, and Support teams to train, activat, support, and grow Grab’s self service advertising user base everyday by helping them be successful running campaigns on the GrabAds Platform. An ideal candidate will embody a customer-first mindset and enjoy building and maintaining relationships. They will be highly skilled at breaking down complex ideas and processes for merchants into actionable steps. The candidate will also enjoy chasing answers, diving deep into troubleshooting and working with their peers to share solutions and raise the bar for the entire team. We hope this sounds like you and you are excited about this opportunity!

 

Role and responsibilities:

  • Design and Implement internal and external facing processes that enable GrabAd’s self service advertising user base to be successful utilizing the GrabAds platform. Leverage various technology tools to do so at scale.

  • Be a subject matter expert on the GrabAds Ad Manager platform including effective usage, implementation and positioning. Work closely with sales, marketing and product teams to support client proposal development.

  • User Training: Develop the material, administer training, and find ways to scale the training and activation process for internal and external users of the platform. 

  • User Activation: Assist internal and external users  with day-to-day operational processes including campaign set-up, receipt of creative or tags, trafficking and troubleshooting.

  • User Support: Develop the support process for internal and external users of the GrabAds Ad Manager platform, including initially providing Level 1 and Level 2 support, and acting as  point of escalation and support ticket resolution.  

  • Work closely with product and marketing teams to communicate root causes for customer success or failure, and drive requirements for product enhancement and development.

  • Assist in the development of new business opportunities with clients and collaborate with the Sales team to find additional business & up-sell opportunities.

The Qualifications:

  • Education: Bachelor’s Degree required (preferred)

  • Work Experience: Mature profile with 4+ years of experience in sales/ consulting in fast paced B2B companies in the tech, digital sectors or growth startup sectors . Advertising or Enterprise Technology preferred

  • Process driven business approach with a passion to enable business teams to drive business improvements focussed on demonstrable impact.

  • Ambitious, self-driven and highly motivated individual who can work well in a startup VUCA (Volatile, Uncertain, Complex, Ambiguous) environment. Should have a deep desire to excel and develop a career in a fast growing tech company. Should have demonstrated integrity and respect in the performance of their duties.

Get to know Grab:

Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people. We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.

Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle. We recently launched our fintech platform – GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability. Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam. We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.

If you share our vision of driving South East Asia forward, apply to join our team today.

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