Careers

As Head of Customer Success, APAC, you will be based in Singapore and accountable for your portfolio of customers, ensuring they hit their goals with Oaky. You do this by understanding in-depth how Oaky works on a product level and apply this knowledge to the specific customer problems and what they want to achieve! You will constantly strive to add value to your clients with each time you reach out to them, you become their trusted advisor. This role reports to the Head of APAC based in the Singapore office.

What you bring to Oaky:

• Goal-oriented and organized.
• Exceptional communication skills across all channels, with experience in public speaking.
• Experience in engaging with C-Level Executives at hotel chains & groups as well as our partners.
• Track record in leading and training your team to deliver the highest quality of onboarding, support and customer success strategies possible for the region.
• Self-motivated and self-directed. 
• Able to multitask, prioritize, and manage time efficiently.
• You have a clear idea of what customers in the APAC market need and will act as the voice of the customer within internal teams.
• Minimum 5 years experience in Customer Success/Account management, ideally in the Hotel industry, Hospitality technology or the SaaS field.
• Native or fluent in English. Thai or Bahasa on a native level would be a plus.

Key responsibilities: 

• You and your team will own the end to end customer journey, from the time they sign up to the time they renew with us i.e. Onboarding, performance management and driving adoption of Oaky.
• Lead strategic discussions with enterprise customers from the point of inclusion by the sales manager during the sales process and/or handover from the sales manager.
• Understanding the customer's key needs and crafting a strategic path for them to become successful is key.
• Understand the customer's needs, systems and operational issues to effectively represent the needs of APAC customers in internal discussions.
• Knowledge and ability to localise existing internal Oaky processes to ensure they cater to the relevant regional markets within APAC.
• Train your team to deliver exceptional customer success services, including and not limited to leading onboarding, getting the customer to go live and driving amazing results, renewals and overcoming objections.
• Lead & train your team to be independent Customer Success rockstars to their portfolio of customers.
• Optimise the onboarding workflow for APAC on an ongoing basis.
• You will also be required to participate in Okay videos and speaking engagements as identified by your manager.
• Other responsibilities as the team lead  

Start date: Immediate
Location: Singapore
Role: Full time
Experience: 5 years of relevant experience in Account Management / Customer Success in the hotel industry, hospitality tech, or at a SaaS company
Relevant studies: Bachelor’s Degree in Hospitality, Business, Communication, Economics, or other relevant fields.

What Oaky offers you:

• Very supportive, ambitious and fun colleagues in Singapore and the Amsterdam office.
• Based in a shared office space in Singapore with other fast moving tech companies.
• An amazing learning experience in Customer Success in a fast-growing SaaS company.
• Experience working with a remote team in Europe.
• Opportunity to develop and localise processes within APAC region, as well as to hire and grow the team.
• 21 days annual leave.

As a Customer Success Specialist at Oaky, you will be responsible for our customers in the UK and Nordic market, both these markets represent the fastest-growing markets for Oaky. By combining in-depth market knowledge of travel and hospitality trends in these markets, and technical knowhow of Oaky, you will help every customer get the most value out of Oaky. 

We are looking for someone who is: 

• Customer-focused: Customers are the most important asset of any company, you are wildly passionate about making your customers successful, always thinking about how to make customers lives easier and more productive with Oaky, you will act as the voice of the customer for internal teams.
• Responsible: You own the end to end customer journey, from the time they sign up to the time they renew with us i.e. Onboarding, performance management and driving adoption of Oaky.
• A strategist: Understanding the customer's needs and crafting a strategic path for them to become successful is your goal. You always think of how you can add value to all your customers on a day to day basis. 
• A good communicator: Our customers love us for the amazing customer service we provide, so you could be responding to emails, customer questions or live chats or explaining technical terms to a non-technical person. 
• Staying organized: You are a master at managing your tasks and deadlines. 
• You are awesome: We love to work with fun, warm and driven people who can kick ass at work, but also know how to have fun outside. Your positivity and enthusiasm are infectious, you love to get things done and do not shy away from taking ownership.

Your regular bread and butter tasks:

• Have a pulse of your customer portfolio: Check the CRM system to see which customers need help and proactively reach out to them with advice. Check Tableau and share key insights into your market.
• Customer advocacy: Create customer  content (cases studies, webinars, reviews on Hotel Tech Report etc) 
• Drive renewals and expansion with a customer base by working with the Key Account Manager. 
• Analyze customer data to improve customer experience and performance.
• Hold product demonstrations for customers/onboarding calls along with the implementation specialist.
• Handle and resolve customer requests and complaints.
• Develop and execute strategies to minimize customer churn and maximise production adoption.
• Contribute to several internal projects that help the Customer Success team as a whole deliver amazing results for our customers. 

What you bring to Oaky

• Min. 2– 3 years experience in Customer Success/Account Management/Sales, ideally in the travel/hospitality field. Extra points if this happens to be in the SaaS space. 
• Native English or Swedish (this is a pre-requisite). Any other Nordic language will also be considered.  
• A valid work permit to work in the Netherlands and currently residing in the Netherlands. 
• Experienced using tools like Intercom, CRM systems, Tableau, Atlassian Confluence and other Google Apps.

What Oaky offers you:

• Amazing and fun colleagues in an international work environment. 
• An amazing learning experience in a scaling Customer Success team in a fast-growing SaaS company (We expect to have 2000+ customers by the end of 2020).
• A competitive salary. 
• Healthy paid lunches.
• Quarterly company outings (fun fun fun days).
• Laptop.