We are seeking a graduate Customer and Client  Success Associate to ensure the successful onboarding and continuous satisfaction of our business clients across the APAC region and EMEA.

The ideal candidate will manage client relationships from initial onboarding through regular check-ins, provide product walkthroughs, handle customer requests, and collaborate with the product team to resolve any platform issues and new feature requests. 

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We are offering a fantastic opportunity for an enthusiastic and friendly individual as a Client Success Associate to join us remotely to work with a B2B SaaS startup team which is based in London, UK. We are looking for a graduate in Malaysia with a bachelor's degree and fluent in Mandarin and English, both spoken and written. This is a brilliant opportunity for a new graduate to work with a fast growing startup in the B2B AI sales performance space. 

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Ideally you’ll have some background in understanding business, tech and marketing and proficiency in using G Suite e.g google docs, gmail, google sheets etc and be able to pick up new technical product skills.

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In this role you will be responsible for owning APAC client relationships including everything from onboarding and nurturing, to ensuring success for Uhubs customer accounts. This role will include ownership of entire onboarding, ongoing engagement, Quarterly Business Reviews and consistent project management skills, coordinating multiple stakeholders throughout. 

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Your role will involve client education and supporting our Learning & Development lead and get involved with marketing creation. You will be working closely with one of the Uhubs Co-founders and constant clear communication and high level customer satisfaction skills are essential. 

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Experience & Skills Required for this role:

• Attributes that align to our values (see below!)
• Strong verbal and written communication skills in English and Mandarin, including the ability to quickly develop rapport and influence
• Possess GPA of 3.3 out of 4.0 or above (or equivalent) in any discipline.
• Strong organisational skills and an eye for detail
• Capability to simplify and clearly explain complex/technical issues.
• Present remotely using video chat and create clear slides 
• Ability to work in a fast-paced, challenging environment.
• A genuine go-getter attitude with a desire for constant self-improvement.
• Problem solver and proactive, knowing how to use chatGPT and other online tools to remain productive 
• Flexible working hours to cater for APAC clients and UK time zones for meetings 
• Has a secure home wifi setup and a location to work form,  as well as travel to co-working spaces in KL which access will be provided for.

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Responsibilities:

• Manage a portfolio of clients to ensure successful delivery of engagements
• Provide, service and product support to our clients
• Ensure client compliance with our processes and procedures
• Liaise with 3rd parties and partners to ensure the success of client engagements
• Build and manage client documentation within our systems
• Support the development of our customer support practices 
• Work closely with the Uhubs Cofounders to evolve our customer success strategy 
• Support the  Learning & Development lead for client education and training delivery needs

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What does success look like in this role?

• Smooth onboarding of new clients in line with our onboarding milestones and process
• Consistent client product user engagement and satisfaction  scores
• Accountable for delivery of quarterly business reviews and customer success touch points
• Successful sourcing of upsell and cross sell opportunities to handover to the sales team with new product feature requests 

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The Stages 

1. Apply with your LinkedIn profile/CV (we love growth minded graduates from any background who are super fast learners)
2. Video interview with our co-founder Ash, [10 - 15 minutes]
3. A quick task with Ash/Laura, including Mandarin test [30-40 mins]
4. Meeting in person in December in Kuala Lumpur [45 mins]
5. We offer you the job role, subject to references. 

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Graduate Salary (Contract first 6 months to Permanent)

RM 3000-3500, per month with bonus plan and view for quick promotion

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Career progression

• Move into a senior Customer Success leader role
• Assist the founders in building out the Customer Success function in Malaysia and new local hub

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Location

We are based in Shoreditch London, UK but this role is remote working, from home and co-working spaces in KL.  You will be working from 11 am local time to 8pm but sometimes are required to work more in line with a UK timezone and client needs, which would be later in the evening. Flexible working is encouraged, with occasional visits to the London office and worldwide travel. 

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Uhubs is an equal opportunity employer and we value diversity.

www.uhubs.co.uk | hello@uhubs.co.uk | www.linkedin.com/company/uhubs/ 

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