Customer Success Specialist SaaS/ IT background

Seeking a proactive and technically-savvy Customer Success Specialist with excellent command of the English language (verbal and written). This is a freelance full time role based in Ho Chi Minh City. Hybrid work arrangement. You may have to work night hours where needed to support overseas clients. Fresh graduates/ Entry-level applicants are welcome. Computer Science/IT background is a bonus.

About the Company:

Facilitybot is an innovative SaaS Facilities Management software designed to streamline operations, maintenance workflows, and client support for modern facility teams.

Job Description:

You will be responsible for supporting the customer journey - onboarding new clients, guiding them through implementation, ensuring their set up meets their operational goals, and that they are trained to use our software. Day to day, you will be responding to customer enquiries (via emails, calls or video calls), resolving product-related issues, providing feedback to the product team, setting up / configuring system for new clients, tracking onboarding process, conducting product demonstrations and training (in person or online). You will also be monitoring customer usage and satisfaction (where appropriate, gather satisfied client testimonials, and identifying possible case studies), assessing risks and upsell opportunities, and looking at improvements to the customer success process.

Qualities:

+ Tech-savvy and confident learning about Facilitybot and all its features

+ Excellent written and spoken English. Able to understand customer needs and respond in clear, accessible language.

+ Able to manage multiple accounts in a fast paced environment, with good organisational and time management skills.

+ Able to work collaboratively in a team

+ Experience in SaaS in Facilities Management, Operations or a related technology platform is a bonus

+ Degree in IT related discipline is a bonus

OUR CULTURE

• We dream big and we think deep. We pay attention to the little details and we dedicate ourselves to building the best product we can to enhance our users' experience.
• We believe that people fulfill their potential when they're at their happiest, so we try our best to create a good environment where we can all excel. We love to do our best and we strive to learn how to do better.
• We believe we can be in control of our time and make the most out of it. We will work hard, spend time with our family, be healthy and enjoy the fruits of our labour all at the same time.

WHAT IS IT LIKE WORKING WITH US?

We Help You GROW
We believe in continual learning and training and devote resources to help you keep your skills relevant and sharp.

High Visibility
Your opinions & suggestions will be heard and you will help shape the company.

Build Awesome products
See our portfolio. We do not compromise on building awesome products.

We Empower You To Be Successful
We will provide you with the resources you need to get the job done productively be it workstations or devices or others. We abhor bad desk ergonomics and also don't believe in working only on one monitor.

Competitive Compensation
You take good care of us and our clients, we will take good care of you.