Client Growth Associate

About this role

ROLE PURPOSE AND DESCRIPTION

Goal:

As aCommerce SaaS Product Manager Onboarding & Client Growth, you work closely with our product management team and our commercial teams to take our SaaS product EcommerceIQ to market.  We built the most sophisticated ecommerce platform in Southeast Asia, helping some of the largest brands grow their ecommerce faster than on any other platform, due to our powerful promotion tools and extreme volume handling.  We want you to accelerate our Go-To-Market, design all aspects of the off-screen customer experience, challenging and evolving every aspect of the products, services and experience we provide to our clients.  We want you to always be on top of ecommerce and SaaS client growth trends globally, ensuring that we create a benchmark for enterprise SaaS clients in the region.  We want you to listen closely to prospective and existing clients to help us make our products and experience even stronger, and to anticipate market opportunities.  You will our guru for all things SaaS clients, for the product and engineering teams, for the commercial and client services teams, for Finance and for our operations teams.

Responsibilities:

Create our SaaS clients onboarding and client growth function, in terms of structure, processes and resources, building up a team in line with the growth of our business, for both EIQ SaaS and EIQ Market Insights.  Specifically, this role will be doing:

●        Plan all aspects of our SaaS client onboarding and client growth strategy in conjunction with all stakeholders. Set a clear mission and deploy strategies focused towards that mission

●        Take ownership of customers issues and follow problems through to resolution. Develop service procedures, policies and standards

●        Keep accurate records and document customer service actions and discussions.

●        Able to Analyze statistics and compile accurate reports

●        Improve customer service experience, create engaged customers and facilitate organic growth

●        Determine priorities to create structure and call out gaps based on client expectations and business impact