Customer Success Specialist

Summary

Join Qualio's Customer Success team as a Customer Success Specialist supporting our APAC customer base. This role blends account management and customer support, involving proactive tasks like customer meetings and renewals, and reactive tasks like addressing customer inquiries and troubleshooting technical issues. You will improve customer engagement, negotiate contract terms, and collaborate with other teams. The position requires 3 years of customer-facing experience in SaaS, along with specific software and problem-solving skills. Qualio offers a competitive salary, flexible holidays, unlimited time off, and other benefits.

Requirements

• 3 years experience in a customer facing role in SaaS
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction
• Experience with Salesforce.com, Catalyst, GSuite, Intercom, JIRA (or similar softwares)
• Exceptional organizational and time management skills
• Experience working autonomously in a globally distributed work environment

Responsibilities

• Improve Customer engagement and adoption through proactive touchpoints and driving Customers through an adoption journey
• Develop and deliver win/win outcomes for customer renewals that optimize contract terms while protecting and enhancing customer trust
• Follow and adhere to standard methodologies for all internal processes including Opportunity Management, Risk Management, Quoting, and Forecasting
• Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base
• Research, reproduce and lead support cases to resolution with a high sense of urgency and professionalism
• Apply in-depth troubleshooting and debugging skills to identify the root cause of issues.Be the key contact and advocate for your assigned customer list

Preferred Qualifications

• Quality or Regulatory industry knowledge
• Experience managing a book of business with accountability for renewal rate and growth
• Experience in driving win-win outcomes in detailed contract negotiations
• Adaptability to take on new projects and adjust to changing priorities

Benefits

• Competitive salary
• Flexible holidays
• Unlimited Time Off
• Professional development stipend
• Working space allowance / home office budget
• Opportunity to make a difference through helping life-saving products to get to market