CUSTOMER SUCCESS ASSOCIATE - Mandarin Speaker

Safetyculture 2 Manila 37 days ago

support

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.

The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth.

Great work happens when every worker has the knowledge, tools, and confidence to succeed. Come join our team of passionate people on a mission to create a better way of working.

SafetyCulture is a global technology company that is helping to transform workplaces around the world. Our mission is to help working teams get better every day, and our technology platform and products give front-line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement.

SafetyCulture is one of the fastest-growing tech companies. Our bold ambition is to reach 100 million users worldwide by 2032. Opportunities to help shape a journey like this do not come around often!

The Role

The Customer Success Associate is a critical role responsible for supporting the scale of our Global Customer Success organisation. A CSA is a foundational member of the Manila team, focused on enabling our Customer Success Team to deliver exceptional value to our customers. This role will execute on high-impact tasks, collaborating with strategic resources to focus on customer relationship management, value realization, renewal activities and growth.

What will I be doing?

Account Infrastructure Management:

Execute the setup of customer accounts, including user provisioning, group creation, and site hierarchy management.

Collaborate with the Customer Success and Account Executive teams to ensure timely and accurate completion of onboarding-related administrative tasks for new enterprise customers (1000+ seats)

Content & Template Development:

Build and standardize a high volume of SafetyCulture templates and forms based on customer requirements and best practices.

Assist in the creation and organization of content libraries to support customer self-service and product adoption.

Program Enablement:

Support the execution of our customer success programs, including high-touch and/or Digital programs, including communication, user health checks, account optimization and data collection.

Analyze product usage data to identify at-risk customers or opportunities for automated engagement.

Operational Excellence:

Document and refine best practices for account setup and template building to ensure consistency and efficiency across the team.

Serve as the operational subject matter expert for our customer success platform, assisting with user troubleshooting and data integrity.

Renewal Assistance:

Assist customers and our Customer Success Managers and Account Executives in the renewals proces

What do I need?

2-3 years of professional experience and willingness to jump in and make an immediate impact

B2/C1 Mandarin or Cantonese language proficiency

Capable of working nights (Monday to Friday, 10pm to 7am)

Proven experience in a high-volume, customer facing operations-focused role, preferably in a SaaS or technology environment.

A natural collaborator who enjoys working with others to get the job done.

Strong attention to detail and a methodical approach to task execution.

Proficiency in data management and ability to work with large datasets.

Exceptional communication skills, both written and verbal, to collaborate with cross-functional teams.

A "builder" mindset with a focus on process improvement and documentation.

Location

We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office.

Check out our Facebook and Instagram pages to get a glimpse of the SafetyCulture life!

The Company

SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam and Manila.

Our first product, the SC app, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact this app can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month.

This is an exciting time in SafetyCulture’s history. We now have roughly 400 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We’ve raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day.

At SafetyCulture, we respect and appreciate what makes each of our team members different in terms of gender, age, ethnicity, religion, disability or sexual orientation. We unite to support one another as allies and we take deliberate steps to ensure that our people feel like they belong and can thrive at work each day.

You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram and LinkedIn.