Job Description

This is a fully remote role and the candidate can be based anywhere in Malaysia.

Key responsibilities

• Work closely with sales teams and sales leaders to assist in winning business and ensuring that clients are successful with their investment in Echobox.
• Provide responsive, empathetic and outstanding support to our customers, including through product training and consultation to new and existing clients.
• Ensure subscription and support renewal rates are high due to excellent client satisfaction and adoption.
• Identify customers whose use of Echobox products could be improved.
• Ensure customers and their wider teams are correctly set up and on-boarded to Echobox\'s products optimally.
• Help communicate customers\' needs to the Product team and help shape our product roadmap
• Play a meaningful role in shaping our Customer Success team by mentoring colleagues and playing a leading role in defining our Customer Success strategy

About Echobox

We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel machine learning techniques, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Guardian, Cond\xc3\xa9 Nast, Le Monde, The Sydney Morning Herald and The Times.

After the successful launch of our second product, we are preparing to launch more new features in the coming quarters, and are expecting our commercial team as we scale the company.

Do you think you have what it takes to be part of Echobox? We\'d love to hear from you.

Required Skills and Experience

1+ years of relevant Customer Success experience.

Native written and spoken English

A customer-focused mindset, putting customer experience first in every action you take

Track record of using data and reporting to guide decision making

The ability to translate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people

Exceptional account management and customer service skills backed up with excellent written and verbal communication skills

A natural problem solver who is able to dissect an issue and develop a plan to address this

Preferred Skills

Experience working in a fast paced B2B SaaS organisation

Excellent organisational and analytical skills, with proven ability to take initiative and build strong, productive relationships

An interest in artificial intelligence and the future of the publishing industry

Additional relevant language skills

Benefits

We pay competitive salaries to all employees. We have monthly team events (dinner, bowling, karting, poker nights, board-games etc.) for our team to get to know each other outside of work. In addition, our global employees enjoy regular company-wide virtual activities, such as online poker evenings and fortnightly coffee catch-ups, for our team to get to know each other outside of work. Professionally, we host in-house conferences and an annual summer camp for all our global employees who are flown to and hosted in London. We ensure that all our employees also get local benefit contributions, the latest tech and a generous annual leave allowance.

Echobox