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Customer Success Associate – APAC
Location
Philippines
Posted
111 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Success Associate – APAC
Instructure
• Collaborate with Customer Success Managers, Sales, and Renewals to increase market share within our existing account base. • Assist CSMs in preparing for strategic customer meetings through the creation of detailed reports and impactful presentations. • Coordinate internally to resolve complex customer questions, requests, and escalations across the APAC customer portfolio, reporting resolutions back to relevant CSMs. • Analyze trends, identify opportunities, and support proactive customer growth strategies by leveraging regional, country, and customer-specific data. • Stay current with product updates, pinpoint areas to deliver value across the APAC customer base, and keep CSMs informed about impactful new developments. • Develop and deploy digital campaigns, including creating response templates for frequently asked customer questions and communications. • Ensure data accuracy in Gainsight and Salesforce for customer engagement tracking, product utilization, and playbook management. • Support the creation and maintenance of APAC Customer Success playbook documentation where regional requirements differ from global practices. • Help develop and execute action plans based on customer feedback and survey data.
Job Requirements
- Bachelor’s degree
- Outstanding written and verbal communication skills
- Ability to set clear expectations and manage issues to resolution
- Strong organizational skills and the ability to prioritize in a dynamic environment
- Collaborative mindset and effective use of internal and external resources
- Creative and analytical problem-solving abilities
- Customer-facing experience in the software industry
- Experience and knowledge in the education sector is preferred
- Familiarity with Instructure products is a plus
- Ability to work APAC business hours
Benefits
- Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
- Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
- Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
- Comprehensive wellness programs and mental health support
- Annual learning and development stipends to support your growth
- The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
- Motivosity employee recognition program
- A culture rooted in inclusivity, support, and meaningful connection
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