Responsibilities

Lark APAC Customer Success Team We're a dedicated Customer Success Management (CSM) team committed to ensuring our customers' triumphs. We're not just problem solvers – we're partners in achieving success. Our customer-centric approach, fueled by empathy and expertise, ensures that our customers' goals are our goals. From proactive solutions to data-driven insights, we're dedicated to maximizing our customers' experience. Welcome to a team committed to your success journey! This role will be based in Ho Chi Minh city, Vietnam and will report into the regional lead based in Singapore. Job Responsibilities - You'll be responsible for onboarding and guiding customers across the APAC region (with a focus on Vietnam), ensuring a seamless implementation experience. - You'll play a pivotal role in amplifying active usage by cultivating deep and broad usage with the Lark product. This entails introducing new product features and sharing best practices with the customers. - Your commitment to excellence directly contributes to building an exceptional customer experience with the Lark product, ultimately minimizing customer churn. - By nurturing relationships with identified accounts, you'll become a trusted advisor to decision-makers and executive buyers, reinforcing enduring partnerships. - You'll be responsible for driving desired customer outcomes by collaborating with the relevant internal and external stakeholders. - Developing reporting and insights for the Customer Success team is also critical, so as to track value delivery to customers and to provide greater visibility to internal stakeholders. - You'll also assist with batch operations through webinars, on-site events, and other group customer engagement activities to foster a deeper connection with the Lark product. - You'll empower partners to drive Customer Success Management (CSM) services, collaborating with them to solve customer challenges and deliver impactful solutions.

Qualifications

Qualifications Minimum Qualifications: - You have prior experience in a product or customer-facing role within a B2B environment: Your background enables you to effectively understand customer needs and navigate product-related challenges to drive success. - You're an independent initiator: You're a catalyst for action. As a self-starter, you proactively engage with customers, driving initiatives even when physically apart from the team. Your independence and proactive nature enable you to thrive in remote environments, ensuring exceptional customer engagement and success. - You're an effective communicator in both Vietnamese and English: Your clear and concise communication style ensures that complex concepts are easily understood, facilitating seamless interactions with both technical and non-technical stakeholders. Business fluency in both languages is required to liaise with external Vietnam and English speaking customers in the region/market. - You possess empathetic engagement: Your ability to genuinely connect with customers on their needs and challenges sets you apart. You're adept at listening, understanding, and responding empathetically to build strong relationships. - You excel at strategic partnerships: You see beyond the immediate and understand the bigger picture of the customer's business goals. Your focus on establishing a strategic partnership ensures mutual success. Preferred Qualifications: - You have relevant experience within the B2B SaaS industry: Your understanding of the industry allows you to navigate challenges effectively and deliver customer success in a fast-evolving tech landscape. - You embody a mission-driven mindset. You think strategically when driving results, dedicated to achieving measurable outcomes, and approach your role with a sense of ownership and accountability. - You thrive in a startup environment. We're essentially a startup, and you'd be working in a fast-paced and dynamic environment. You will need to possess an entrepreneurial mindset and be comfortable with constant changes and ambiguity. You're down-to-earth and willing to wear multiple hats and roll up your sleeves to tackle tasks, no matter how big or small. - You're a difference maker. You possess the drive and passion to be a true difference maker within our organization. You're not limited by your roles and responsibilities and have the ability to think out of the box, consistently bringing fresh perspectives and creative ideas to the table.

Job Information