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
● Define every aspect of the client experience and work with all stakeholders to ensure that the clients’ and user experience is nothing less than perfect
● Work with each of the IQ Product Managers to identify opportunities to improve the SaaS experience of our products
● Work with the Product Marketing Manager, our training manager and each of the IQ Product Managers to build out the training material, user support material, onboarding and offboarding SOPs, etc.
● Work with the commercial teams to optimize our GTM strategy
● Define how we help our clients grow their ecommerce business across multiple channels faster on aCommerce than on any other platform, taking full advantage of our suite of products
● Work with the marketing teams to optimize our message and to acquire new, high-value clients.
● Work closely with the Client and Application Support teams ensure a flawless client and user experience
● Identify possible risks and take measures to prevent these and escalate if needed
● Keep ahead of industry’s developments and apply best practices to areas of improvement
● Control resources and utilize assets to achieve qualitative and quantitative targets
● Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
QUALIFICATIONS
Technical Qualifications
● Bachelor Degree, MBA or higher
Soft Skills and Other details
● Experience with managing client operations, client expectations and client success As, ideally in a SaaS context
● Proven, strong communication skills at senior and junior levels, with commercial, customer support, product, engineering, and marketing teams
● Understand and able to process data, visualize, map, and investigate big data
● Ability to articulate complex technical concepts in easy-to-understand for non-technical users and clients
● Good problem-solving and analytic skills
● Excellent attention to detail – we love our clients
● Willingness to ‘get hands dirty’ – we are still a start-up
● Strong interpersonal, negotiation, and decision-making skills
● Excellent command of English, both spoken and written
