Customer Success Associate - Mandarin Speaker

Customer Success Associate - Mandarin Speaker

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We're excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We're looking for talented and mission-driven people to drive that growth. Great work happens when every worker has the knowledge, tools, and confidence to succeed. Come join our team of passionate people on a mission to create a better way of working. SafetyCulture is a global technology company that is helping to transform workplaces around the world. Our mission is to help working teams get better every day, and our technology platform and products give front-line workers a voice and leaders the visibility to make smart decisions when driving safety, quality and continuous improvement. SafetyCulture is one of the fastest-growing tech companies. Our bold ambition is to reach 100 million users worldwide by 2032. Opportunities to help shape a journey like this do not come around often!

The Customer Success Associate is a critical role responsible for supporting the scale of our Global Customer Success organisation. A CSA is a foundational member of the Manila team, focused on enabling our Customer Success Team to deliver exceptional value to our customers. This role will execute on high-impact tasks, collaborating with strategic resources to focus on customer relationship management, value realization, renewal activities and growth.

What will I be doing?

• Account Infrastructure Management:
• Execute the setup of customer accounts, including user provisioning, group creation, and site hierarchy management.
• Collaborate with the Customer Success and Account Executive teams to ensure timely and accurate completion of onboarding-related administrative tasks for new enterprise customers (1000+ seats)
• Content & Template Development:
• Build and standardize a high volume of SafetyCulture templates and forms based on customer requirements and best practices.
• Assist in the creation and organization of content libraries to support customer self-service and product adoption.
• Program Enablement:
• Support the execution of our customer success programs, including high-touch and/or Digital programs, including communication, user health checks, account optimization and data collection.
• Analyze product usage data to identify at-risk customers or opportunities for automated engagement.
• Operational Excellence:
• Document and refine best practices for account setup and template building to ensure consistency and efficiency across the team.
• Serve as the operational subject matter expert for our customer success platform, assisting with user troubleshooting and data integrity.
• Renewal Assistance:
• Assist customers and our Customer Success Managers and Account Executives in the renewals process

What do I need?

• 2-3 years of professional experience and willingness to jump in and make an immediate impact
• B2/C1 Mandarin or Cantonese language proficiency
• Capable of working nights (Monday to Friday, 10pm to 7am)
• Proven experience in a high-volume, customer facing operations-focused role, preferably in a SaaS or technology environment.
• A natural collaborator who enjoys working with others to get the job done.
• Strong attention to detail and a methodical approach to task execution.
• Proficiency in data management and ability to work with large datasets.
• Exceptional communication skills, both written and verbal, to collaborate with cross-functional teams.
• A "builder" mindset with a focus on process improvement and documentation.

Location: We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office.