Customer Success Associate, Hong Kong

Job description

Easyship has innovated the global shipping landscape with our shipping and logistics technology.


We believe any business should be able to effortlessly ship worldwide, and we work tirelessly to tear down this last barrier of worldwide eCommerce. We have a global workforce that strategically operates from North America, Europe, Asia and Australia, and we’re always looking for talent that will propel our rocket ship even higher. Join our diverse team of developers, sales, and marketing professionals to revolutionize an old-school industry. Help us build the most complete online shipping portal!


Position Title: Customer Success Associate (Hong Kong).


Reports to: Head of Customer Services.


Key Relationships: Sales team, Marketing team, Product team, Partnership team.


Job Purpose: To support High Value Customers by continuously identifying process and product optimization opportunities, supporting day to day issues and solving problems in a fast-paced exhilarating environment to make the customer as successful as possible.


Job Responsibilities:

  • To make the customer as successful as possible.

  • To engage customers on a regular basis to build and maintain long-term relationships and address customer needs

  • To communicate Easyship value proposition to customers.

  • To grow existing accounts and increase customer lifetime value.

  • To reduce churn and drive customer engagement.

  • To analyze weekly and monthly sales data to identify key accounts to upsell.

  • To generate reports around activation, onboarding and retention.

  • To leverage Hubspot to automate and optimize the onboarding process.

  • To create customer demo videos, sales presentations and materials as needed.

  • To collaborate with internal departments on sales, marketing, product and partner expansion.

  • To collect customer feedback for service improvement and product development.

What you can expect from us

  • Flat team: Work side by side with the co-founding team;
  • Flexible startup life. Work hard and take time when you need it;
  • Great ownership from day one. Build your learning curve. Possibilities are limitless and just depend on you;
  • Highly vibrant and international environment.

Extra perks / Benefits

  • Equity plan;
  • Gym membership.

Requirements

Skills & Personal Qualities:

  • Education: Bachelor’s Degree required.

  • 2 to 5 years in relevant position.

  • Fluent in English and Chinese.

  • Good command of Excel and sales data analysis.

  • Excellent communication skills.

  • Detail-oriented with strong organizational skills.

  • Strong problem-solving skills and a creative thinker.

  • Ability to thrive in a fast-paced start-up environment.

  • True team-player and contributes positive energy to a team.

  • Experienced with CRM and Workflow tools such as SalesForce, Hubspot, etc.

Nice to have:

  • Experience in a customer facing role

  • Online or offline sales experience

  • Customer Service experience