Customer Success Manager – APAC full_time

Role Purpose:

As a Customer Success Manager at Jumio, you will play a crucial role in the Customer Success team, focusing on the customer onboarding process and providing premium support to selected clients, ensuring a seamless integration of our solutions into their systems. The role requires leveraging technical expertise in web or mobile development to assist clients with integration requirements, resolve technical issues efficiently, and deliver a smooth user experience. Effective communication, problem-solving, and project management skills are essential to coordinate with internal teams and manage projects successfully. This position aims to enhance customer satisfaction and support the overall success of our integration solutions.

Role Value: 

Your contribution is integral to our mission to drive customer success and satisfaction through seamless integration, premium support, and effective onboarding. By leveraging technical expertise and strong communication skills, the role ensures that clients receive timely assistance and solutions tailored to their needs. This role is crucial in bridging the gap between technical and business teams, fostering collaboration, and ensuring that projects are delivered on time and within scope. The successful execution of these responsibilities not only enhances the client experience but also contributes to the company’s reputation and growth by retaining satisfied customers and encouraging positive word-of-mouth referrals.

Responsibilities:

• Customer Onboarding: Lead the customer onboarding process, from the initial introduction call to the successful integration of our solutions into their systems.
• Premium Support: Provide premium support to the selected clients, offering timely assistance via Slack, quick incident resolution, and rapid bug fixes to ensure a smooth user experience.
• Internal Coordination: Collaborate with internal teams including support, engineering, production, and QA to manage internal projects and ensure successful delivery of customer solutions.
• Technical Expertise: Leverage technical knowledge and expertise in web development or mobile development to assist clients with integration requirements and resolve technical issues effectively.
• Communication and Presentation: Exhibit excellent communication and presentation skills to effectively convey technical concepts and solutions to both technical and business audiences.
• Problem Solving: Utilize strong problem-solving skills to address customer concerns, troubleshoot issues, and identify solutions that meet their needs.
• Project Management: Employ solid project management skills to oversee integration projects, track progress, and ensure timely delivery within scope and budget.

  Requirements:

• Bachelor’s degree in IT or related field preferred. Candidates with equivalent technical experience will also be considered.
• Previous experience in web development or mobile development is highly desirable.
• Programming proficiency in at least two of these languages: JavaScript, Node.js, Kotlin, Java, Objective-C, and Swift for iOS.
• Strong technical background or similar experience in previous roles.
• Excellent Mandarin and English communication skills, both verbal and written,
• Demonstrated problem-solving abilities and attention to detail.
• Proven project management skills with the ability to prioritize tasks and manage multiple projects simultaneously.

Key Characteristics and Attitudes 

In a recent global survey these attributes were valued by Jumios in all locations and functions – we firmly believe in hiring for attitude as well as skill. 

• Friendly and supportive
• Adaptable and flexible
• Articulate and persuasive
• High IQ and EQ
• Curious and coachable
• Commercially Aware
• Resilient and tenacious
• Big picture and the detail