Job description
G’day!
We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.
Twenty years on and counting, we’ve got your back.
Why is ServiceRocket the place for you 🧡
- A 20+ year tech services expert of many solutions and partnerships with industry giants.
- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
- We have been certified as a best place to work for our US, Chile and Malaysian offices.
- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.
Visit our website to learn more and become a part of our Rocketeer Nation.
What you’ll be doing 💪
Customer Implementation and Onboarding:
- Partner with Support, Operations, Sales and Customer Success teams to establish and refine operations related to provisioning our customers
- Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience
- Iterate and improve on strategies and automations that streamline current workflows and tooling
- Contribute to team knowledgebase when finding solutions to common situations
- Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction
- Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships
- Provide personalized customer implementation with efficient, automated workflows.
- Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability.
Customer Experience and Relationship Management:
- Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management
- Champion a customer-first approach that balances personalized support with scalable processes.
Success Metrics:
- Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
What you’ll bring to the table 🧑‍💻
- Experience working with external customers; Internal sales, support and success teams
- Strong cross functional collaboration and customer relationship management
- Familiar with SaaS platforms and cloud-based technologies
- Excellent problem-solving, and communication skills
- Desire to learn about cutting edge technologies
- Mandarin speaking is a must
Your expertise 🌟
- You are a natural leader
- You are excited to work in a start-up environment; you get in the weeds as part of the team
- You are smart, innovative, and fun. You bring a sense of humour and humility to work every day
- You maintain a customer-centric mindset
- You love finding solutions to challenging problems
- You are not afraid of conflict and difficult conversations and value transparent communication
Perks ✨🍇🚀
-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
-Stock options: you have the opportunity to participate in the ownership of the company.
-Health insurance: we support you and your family–your well-being matters.
-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
-Career pathways program: you can grow horizontally, vertically, or any way you want.
-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.
Our Selection Process 🔎
Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.
You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.
Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!
Additional Information
ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
*Only shortlisted candidates will be notified*
Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.
RECRUITING FRAUD ALERT:Â Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected].
