Customer Success Manager

WATI is an early stage, fast growing SaaS platform that is revolutionizing how companies communicate with their customers. Through our cutting-edge customer engagement software built on Whatsapp’s Business API, businesses are now able to have personalised conversations, be easily accessible and engage with their customers in-real time - at scale! We live in the on-demand economy, where customers expect fast, simple and easy service and that’s exactly what our platform empowers companies to do.This is made possible through WATI’s easy-to-use platform that can be made up and running in no time. As a result, small and medium businesses have embraced the platform rapidly, and thousands of customers across 54 countries are now using WATI within just a year of launch.

We are growing fast, and we are now looking for a Customer Success Manager to join the Customer Success team. This role will work closely with our SMB and enterprise clients and act as the customer’s internal advocate, to help remove obstacles that may impede a client’s experience with WATI. The coordination of activities, timely reporting and the management of all risk and escalation will be a significant element of this role.

The ideal candidate will have a strong background of helping customers solve challenges, unique to their businesses and have the utmost passion in their approach.

What you’ll do:

• Acquisition through client demos.
• Host and record webinars across verticals that WATI serves.
• Inside Sales to qualify prospects and create enterprise pipeline.
• Maintain a high level of customer response and satisfaction based upon both survey and attrition indicators.
• Identify additional applicable used cases and business needs for WATI’s capabilities and successfully deploy into customers account.
• Coordinate relevant performance review data at regular and agreed review points and will be interpreted to determine customer performance and support recommendations to increase the business benefits and usage of WATI.io product.
• Maintain an excellent relationship with the key stakeholders of the account and convert these relationships and conversations into significant outcomes, such as account growth and usage increase.
• Serve as the escalation point for any items within the account.
• Support the contract and renewal process.
• Own, drive and/or support activities that transform business through thought leadership, vision and organizational development.

Requirements

• Strong verbal and written communications skills in English, Cantonese & Mandarin.
• Strong organization and follow-up skills with attention to details.
• Experience with consultative solution selling methodology.
• Experience connecting and selling to senior executives within large organizations.
• Track record of high performance and extremely satisfied customers.
• Experience working with a SaaS/Startup environment preferred.