ABOUT COMPANY
Remote
Remote is a Global HR Platform that helps companies hire, manage, and
pay their entire team — and more effectively compete in the modern
global economy through our comprehensive set of core solutions
including, HRIS, payroll, international employment, contractor
management, and more.
JOB DESCRIPTION
Apply at - https://boards.greenhouse.io/remotecom/jobs/5844271003
All of our positions are fully remote. You do not have to relocate to join us!
What this job can offer you
- Take responsibility for the customer journey, starting with customer onboarding.
- Upsell campaigns and product promotion, as well as introducing new features to our clients. Account Management and long term Customer relationship management.
- Monitor customer complaints shared either directly by clients, sales, or internally by another team and reach out to provide assistance and help solve any concerns or problems. Educating and training customers on key information and processes to set them up for success.
- Gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams. while being the trusted partner for the customer on use-case and product functionality.
- Ensure delivery model is focused on quality and customer success outcomes. Monitoring account/ customer health, to prevent Churn, and managing escalations.
- Work closely with the Sales team and help ensure the right expectations are set to customers.
- Ensure that strategic or premium clients receive an elevated level of service, including meeting escalated SLAs and client expectations.
- Identify and lead key projects for improvement with other verticals, acting as customer advocate.
What you bring
- Several years experience in Customer Success, ideally within a product and tech-focused environment.
- Track record of growing and developing large or VIP customers, and meeting tactical business targets.
- Excellent attention to detail, and in-depth analysis of complex queries.
- A real passion for creative problem-solving and executing effective strategies across a wide variety of technical scenarios and customer verticals.
- Successful experience writing, speaking, and presenting to customers and stakeholders, and in particular excelling at breaking down complex issues in a clear, organized manner.
- Writes and speaks fluent English, well structured communication skills (spoken and written).
- Experience delivering or contributing to new company policies, workflows or departmental projects beyond work with customers is an asset.
- Experience working in a global organization and start-up environment is preferred, but not required.
Practical
- You'll report to: Manager of Customer Success
- Team: Customer Success
- Location: APAC - must work in APAC timezones
- Start date: Q1 2024
Remote Compensation Philosophy
Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.
At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
The base salary range for this full-time position is between $30,560 USD to $103,160 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.
Application process
- (async) Profile review
- Interview with recruiter
- (async) Written Challenge
- (async) Challenge Review
- Interview with Team members
- Interview with Director of Customer Success
- Prior employment verification check
#LI-DNP
Benefits
- work from anywhere
- unlimited personal time off (minimum 4 weeks)
- quarterly company-wide day off for self care
- flexible working hours (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment
- budget for local in-person social events or co-working spaces
Preferred Vskills Certifications
Job Location: Delhi