Job Description

Head of Customer Success

Location: Kuala Lumpur, Malaysia

Company Overview

UMAI is a software provider that helps restaurants to save time and increase revenues by automating manual tasks, minimize last-minute cancellations, upsell customers more effectively and provide more personalized service. We are one of the fastest growing F&B tech B2B companies in the fastest growing region in the world. Built on a SaaS model, we currently service over 400 different brands from Malaysia, Singapore, Indonesia, Vietnam and to far reaching Denmark.

The team has extensive experience in building internet companies and has been part of building some of the largest e-commerce ventures in the Asia Pacific Region. Founded by the former MD of Foodpanda Singapore, the largest food delivery service in Singapore, and with shared experience ranging from McKinsey, Deloitte to Rocket Internet and a member of the founding-team of Nova Founders Capital.

We're looking for a customer advocate, someone who understands how to identify customer needs, someone who loves our products and someone who loves the challenge that comes with problem solving. This is not a formal corporate role, we're on a first name basis. We are looking for someone who has a "hustle" attitude, who is results driven, comfortable with ambiguity, is a self-starter and with a sense of humor.

• Start Date: ASAP/ Jan 2023

Your Responsibilities:

• Increase renewal rates and reduce churn
• Manage our revenue in accounts through cross-sell and up-sell initiatives
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Improve and/or develop listening points in journey (e.g., usage, satisfaction, etc.)
• Chiefly manage customers post onboarding by executing strategies to ensure maximum product adoption
• Monitor usage metrics and be able to execute strategies to re engage inactive customers
• Be a product 'guru' - understand and love the product we develop inside out
• Be a customer advocate by building and maintaining relationships with key person(s).
• Identifying product success stories with customers and produce case studies
• Update and utilize our central CRM as a form of communication tool
• Play an active role in expanding the business in current markets, as well as develop it in new markets alongside
• Work along active projects that have a unified objective of generating revenue for the company
• Manage a team that executes most of the initiatives set in place by yourself and co-founders

*Strategies will be co-created with the Co-Founder. You're expected to build strategies after 3 months.

Your Profile:

• You have a proven track record in management consulting. Ecommerce, operations, project management, business development, account management, minimum of 4 years under your belt.
• Have at least 2 years managerial experience in high growth / high impact teams
• Have experience with email marketing / outbound marketing
• Having experience with a CRM such as Pipedrive (we use this) is advantageous. Any other CRM experience such as Hubspot, Salesforce etc is equally valuable
• Highly skilled with Microsoft Suite (or Google Suite). You work with rows and columns seamlessly
• Having experience with productivity tools such as Trello, Jira, Zapier, Intercom etc would be advantageous
• High level of analytical skills as you will be exposed to certain level of data
• Previous startup, agency, consultancy work experience highly appreciated
• You've got a growth mindset and have at least mastered managing time with expectations
• You have an entrepreneurial way of thinking and interest or experience in project management or entrepreneurship (e.g. working student jobs or internships, or through a company you have founded).
• You have a keen interest in the startup world

What we offer:

• An opportunity to work with some of the best entrepreneurs in the world
• Insight into all relevant aspects of founding a company, and the opportunity to build up an impactful, international network
• A dynamic and highly motivated team with flat hierarchies
• Be apart of challenging the status quo
• You taking full ownership of what's on your plate
• Coaching, mentoring for you to move up in your career