VN Customer Success Manager

• With the mission of "Unleashing the potential of the manufacturing industry," CADDi strives to create a world that can realize each manufacturer’s strength to create a flat, non-hierarchical relationship between customers and manufacturers.
• We are challenging to transform the entire manufacturing supply chain from both upstream and downstream and to create an infrastructure that encourages companies with global potential to grow. 
• We welcome those who can share CADDi's mission, vision, and culture.

• We are looking for  Customer Success Manager, mainly taking care of post sales activities in Vietnam
• The members in the position will be responsible for leading customer success activities by working with the supervisor and then expanding the use of our software product in the market
• If you're passionate about customer success and ready to make a significant impact on our startup's growth, we invite you to join us and lead our customer success efforts to new heights.

JOB RESPONSIBILITIES

• Pre-Sales activity as a team:
• Work closely with Field Sales member and provide trial or demo experience to enhance sales activities
• Analyze customer pain point and consider and introduce potential use case to solve their problem 
• Customer Onboarding: 
• Lead the onboarding process for new customers, ensuring a smooth transition and understanding of our manufacturing solutions. 
• Collaborate with cross-functional teams to provide training and resources to customers..

• Account Management: 
• Build and maintain strong, long-lasting relationships with key customer accounts.
• Understand customers' unique needs and challenges, and work to align our solutions with their goal.
• Customer Engagement: 
• Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Organize regular check-ins and reviews to assess customer satisfaction and product performance.
• Product Knowledge and team enablement: 
• Develop an in-depth understanding of our manufacturing products and services. 
• Stay updated on industry trends and best practices to provide valuable insights to customers.
• Understand new product feature releases from Japan and deploy the knowledge in the local team.
• Renewals and Upselling: 
• Manage customer renewals and proactively identify opportunities for upselling or cross-selling our manufacturing and drawer solutions.
• Reporting and Documentation: 
• Maintain detailed records of customer interactions and feedback. 
• Provide regular reports and updates to leadership on customer success efforts and outcomes.

• Other general project management
• Set and execute team goals and metrics (KGI/KPI)
• Coordinate department projects to meet deadlines
• Research and discover methods to increase customer engagement
• Build an open-communication environment for your team
• Monitor progress and submit performance reports

BASIC QUALIFICATIONS

• Data driven mindset with proficiency in using customer success tools and analytics.
• Strong communication skills and negotiation skills with ability to work effectively with all levels of staff in a collaborative team environment.
• A keen intellect, capable of advanced analytical and critical thinking, able to solve problems, and drive complex decision making.
• Person who is willing to get his/her hands dirty, take ownership to deliver results
• Proven experience in the manufacturing and now interested in accumulating experience in software industry or digital transformation project

PREFERRED QUALIFICATIONS

• Proven experience in customer success, account management, or a related role, preferably within the SaaS industry.
• Ability to multitasking, prioritize, and manage time effectively
• Experience in business development, consulting, or digital transformation project

• Childcare allowance
• 13th month salary
• Salary review: twice a year
• Mandatory social insurances in 2-month probation
• Social insurance, health insurance, unemployment insurance, workers’ accident compensation insurance
• Annual health check-up
• Premium Health Insurance
• Long Year-end Holidays (from Dec. 31 to Jan. 3)
• Intensive training program (external or internal training courses, workshop; Support attending conference; Scrum training, etc)
• Awards: Company awards, every 6 month MVP awards
• Activities: Year-end-party, team building, etc
• Stock Options
• Hybrid work environment to be discussed if that is the best way to maximize the productivity and performance