ABOUT URBOX
UrBox is Vietnam's leading digital gifting & loyalty platform that enables businesses to integrate their reward & loyalty programs with an ever-growing network of more than 350 brands & 20,000 accepted online and offline stores in Vietnam. UrBox has the widest network of clients in loyalty in Vietnam and provides loyalty & reward solutions to many big organizations in various industries.
CLIENT SUCCESS DEPARTMENT: THE GROWTH ENGINE
At UrBox, our Client Success (CSM) team is the ultimate growth partner for our partners. We're not just operational; we turn data into actionable solutions to help clients win. From managing HealthScores to building long-term loyalty, CSM proactively drives value. If you're gritty, agile, and ready to make a real impact, join our team and lead the charge in Vietnam's digital gifting revolution!
KEY RESPONSIBILITIES
- Project Management Office (PMO) & Overall Coordination
- Act as the Project Management Office (PMO) and the Single Point of Contact (SPOC) for both clients and internal teams.
- Drive end-to-end project coordination, keeping all stakeholders aligned across functions.
- Manage project scope and timeline, ensuring deliverables stay on track and changes are controlled.
- Maintain the RACI matrix, track progress against plan, and resolve cross-team blockers.
- Escalate issues promptly and through the right channels when they exceed the role's authority.
- Project Operations & Performance (SLA Compliance)
- System Setup: Execute system configurations on the Portal and guide clients through the dashboard post-go-live.
- Daily Execution: Manage daily operational plans, including verification, reconciliation, and monitoring of Usage, Redemption, and Transaction Volume.
- Deadline Commitment: Ensure all assigned tasks and reports are completed accurately and on time to maintain project continuity.
- Client Engagement & Issue Resolution
- Professional Interaction: Maintain daily, professional communication with internal teams and clients.
- SLA Advocacy: Listen actively to clients and communicate tactfully to ensure both SLA compliance and partner satisfaction.
- Empathetic Connection: Use genuine empathy to connect with and reassure clients during incidents or service disruptions.
REQUIREMENTS
- Education & Experience: Bachelor's degree; experience in B2B Customer Success, Account Management, or Operations.
- Core Skills:
- Proficient in Google Sheets/Excel (familiarity with ArrayFormula or REGEX is a plus) for precise data management.
- Excellent communication and flexible problem-solving skills.
- Ability to coordinate multiple stakeholders and manage scope, timeline, and dependencies.
- Grit: Persistence in handling daily operational tasks with high attention to detail.
- Integrity: Strong commitment to deadlines and data accuracy.
- Reporting Line: Report directly to the Client Success Specialist