In life, we’re always grateful for
the people who selflessly work to help us succeed. Are you passionate
about bringing joy and advocating for others? Are happy customers the
highlight of your day? Do you constantly think of ways to help your
customers succeed? Piktochart is looking for incredibly passionate
people to help ensure our customers are getting the most out of their
visual campaigns. Our customers’ success is our success! You can bet
they’d be grateful for you! If you have answered yes to the questions
above, then this is the job for you.
Your Mission
- On board and partner with our customers to help ensure they are happily set up and utilising our platform.
- Build
strong relationships with our customers, anticipate their needs and
help them use our product to make their desired outcomes more effective
and successful.
- Guide and educate customers on utilizing various self-help options and articles.
- Collaborate
with the Customer Delight team and other internal stakeholders to help
customers/users resolve issues they are facing.
- Reach out to customers proactively to inform, educate, cross-sell and upsell.
- Assist customers in expanding their usage of the product to increase engagement, maintain loyalty and develop advocacy.
- Be
a trusted advisor that can answer customer’s questions, as well as
identify gaps and opportunities that would benefit their desired
outcomes.
- Filter responses and relay appropriate feedback to product development team.
- Champion
the customer in internal discussions and share key learnings that will
help the product team/engineers prioritise feature requests and bug
fixes.
- Measure Customer Engagement by tracking how our
customers are using the product and provide this information to our
teams so that we can better serve our customers.
- Develop and implement best practices for serving our customers that will reduce churn rates to an absolute minimum.
- Be data driven and always measure and track the success of these initiatives
- Adapt, adjust quickly and effectively
You Offer
- An outstanding command of the English Language - written and spoken.
- A
passion for customer success with an aptitude for understanding and
relating to a customer’s journey with Piktochart and their desired
outcomes.
- Self-motivation, team-orientation, responsibility, and a customer centric personality.
- A strong and proven track record of successfully managing customer expectations.
- A genuine appreciation of technology and curiosity about what makes startups tick.
- An understanding of enterprise internet business models and online processes terminology, concepts and strategies.
- The ability to leverage product features for the benefit of customers.
- A
detail-oriented work ethic with strong organizational skills and the
ability to multitask and prioritize in a fast paced, dynamic work
environment.
- Highest degree of initiative, courtesy and
professionalism to build valuable client relationships that you will
leverage to generate a positive feel in market and contribute
significantly to the revenue and company growth.
- Basic experience in working with Google Apps (Gmail, docs, calendars).
- Exceptional
organizational, presentation and communication skills, both verbal and
written. You’ll be called upon to write on occasion!
- The flexibility to work across different time zones (attend at least 1x online meetings per week in Malaysian time zone).
Nice To Have
- 1-3 years of experience in Media/Tech supporting SaaS Applications.
- Some experience working within SLAs (Service Level Agreements) and achieving tight KPIs (Key Performance Indicators).
Location :
- Based in South America / Canada / Europe