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Check with seller Account Manager, Customer Success Manager (CSM), Client Relations Executive
- Location: Hồ Chí Minh, vietnam
JOB DESCRIPTION: Customer Support / Account Manager
Job Responsibilities
Customer Advocacy: Act as the primary point of contact for clients, ensuring their needs are met, issues are resolved, and their overall experience is positive and seamless.
Support & Troubleshooting: Provide timely and professional technical or operational support via email, phone, or live chat to resolve customer queries and concerns.
Account Relationship Management: Build and maintain long-term relationships with assigned accounts to foster loyalty, reduce churn, and identify opportunities for upselling or cross-selling.
Onboarding & Training: Guide new clients through the onboarding process, providing necessary training and documentation to ensure successful adoption of the product or service.
Feedback Loop: Act as the "voice of the customer" internally by gathering feedback and collaborating with the product and technical teams to address recurring issues and improve the service.
Retention Strategies: Proactively monitor account health, usage patterns, and satisfaction levels, taking initiative to re-engage at-risk accounts.
Documentation & Reporting: Maintain accurate records of client interactions in the CRM and provide regular reports on client satisfaction, churn, and account growth.
Crisis Management: Handle escalated customer issues with empathy and professionalism, working quickly to find solutions and restore client trust.
Job Requirements
Education: Bachelor’s degree in Business, Communications, Customer Service, or related fields.
Experience: 1–3+ years of experience in customer support, account management, or a client-facing role (Tech/SaaS experience is a major plus).
Communication: Exceptional verbal and written communication skills; ability to remain calm, empathetic, and professional under pressure.
Problem-Solving: Strong analytical mindset to quickly diagnose customer issues and provide effective, accurate solutions.
CRM Proficiency: Hands-on experience with CRM tools (e.g., Zendesk, Salesforce, HubSpot, Freshdesk).
Soft Skills:
Empathy: Genuine desire to help customers and understand their unique challenges.
Patience: Ability to handle demanding clients and complex situations with a positive attitude.
Organizational Skills: Excellent multi-tasking and time management to handle multiple accounts/tickets simultaneously.
Language: Fluency in Vietnamese and English (both written and spoken) is essential.
Benefits
Competitive Compensation: Attractive base salary + performance incentives/bonuses for retention or satisfaction targets.
Insurance: Full social, health, and unemployment insurance in accordance with local labor laws.
Professional Growth: Training in conflict resolution, negotiation, and product knowledge; clear pathways to Senior Account Manager or Customer Success Manager roles.
Work Environment: Supportive, collaborative, and team-oriented office culture with flexible working arrangements.
Tools: Access to modern support suites and integrated customer communication platforms.
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