Account Manager (Remote)

Quantity: 03

Working Hours: 08:00 – 12:00, 13:30 – 17:30, Monday to Friday

Work Location:

• Ha Noi (Remote), Ho Chi Minh (Remote), Da Nang (Onsite)
• Headquarters: Lot 05 - Lot 06 Area A2, Phuong Trang high-rise commercial urban complex, Nguyen Sinh Sac Street, Hoa Minh Ward, Lien Chieu District, Da Nang, Vietnam.

Responsibilities:

Key Responsibilities:

• Commit to contributing personal value toward the company's and department's common goals.

• Commit to achieving personal objectives as set.

Job Responsibilities:

• Participate in the onboarding of clients as their relationship manager and point person on marketing and program strategies that will lead to a successful program launch

• Provide a ‘best in class’ client experience through all phases of the client lifecycle, from implementation to expansion

• Provide guidance in best practices and improvements, to our clients and to other members of the Account Management team

• Analyze successful client programs to develop and update our best practices

• Take responsibility for delivering and communicating ROI for your clients, influencing lifetime value through high product adoption, client satisfaction, and overall NPS scores

• Understand your client's performance KPIs, anticipate their next steps, and provide them with guidance towards their desired outcome, continuously identifying individual optimization potential and develop concepts for implementation

• Collaborate internally to be the voice of the client across other departments such as sales, product, marketing and operations

• Build and foster partnership style relationships with our clients business leaders and marketing leads that are responsible for their program

• Own the lifetime relationships with our clients

• Develop and implement processes and programs to increase usage of the platform while collaborating closely with cross-functional team members to drive frictionless renewals, upsell and expansion opportunities

Other Duties:

• Review, improve and provide feedback on the help documentation and process

• Continually enhance your knowledge of technical setups and technology.

• Act as client-facing project manager

• Check that each client has a complete "final review" before going live

• Escalate issues to managers as needed.

• Share best practices

• Continually educating on industry knowledge

Requirements:

• 3+ years of client-facing experience

• Detail-oriented and able to effectively prioritize tasks

• Great conflict resolution skills

• Ability to work both in a team environment and autonomously

• Self-motivated and able to provide results with minimal supervision

• Ability to articulate Marketing concepts, value propositions, ROI, and recommendations clearly and compellingly to customers

• Previous experience within a SaaS Customer Success team -MarTech and/or Advocacy space is an asset

• A proven drive to build long lasting business relationships 

• Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses

• Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs, anticipate issues, and resolve these in advance where possible

• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments

• High level of resilience and a positive attitude when faced with adversity

• Bachelor's/College Degree in Business, Marketing, Information Technology, Engineering, or equivalent working experience

Benefits:

• Salary:  Base salary 10,000,000 - 15,000,000 VND + Commission

• Annual performance and salary reviews (salary increments every 6 months based on capability).

• Fully equipped with necessary working devices.

• Receive 85% of the official salary during the probation period.

• 13th-month salary and other holiday bonuses throughout the year.

• Annual health check-ups at reputable hospitals.

• Full welfare benefits and social insurance as per Vietnamese labor law.

• 12 days of annual leave and other public holidays.

• Travel, lunch allowances, and free drinks/coffee at the mini bar.

• Great working environment with friendly and talented colleagues.

• Degree: College
• Age: Unlimited
• Working time: Permanent