• High-Velocity Customer Communication Act as the First Line of Response: Serve as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary). • Maintain the "5-Minute Standard": Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response. • Uphold Brand Voice: Ensure all communications are professional, empathetic, and consistent with Nostra’s friendly and reliable tone. • Incident Management & Triage End-to-End Jira Lifecycle: Create detailed Jira tickets for every bug, feature request, or issue. Ensure all tickets include vital context: customer name, product area (Edge Delivery / Protect / ID), severity, and reproduction steps. • Intelligent Escalation: Triage incoming issues based on urgency—immediately flagging P0 (Site-Down) issues to Engineering via Slack while ensuring P1 (Functionality) issues are assigned within the same business day. • Ownership & Momentum: Keep tickets moving by following up with the engineering team when tasks stall, ensuring no customer-reported issue "falls through the cracks." • Onboarding & Implementation Support Guide the Merchant Journey: Walk new merchants through the onboarding checklist, including kickoff scheduling, technical setup tracking, and A/B test launch coordination. • Technical Provisioning: Execute specific technical tasks such as creating TXT records via the Nostra portal and coordinating confirmations with the sales and implementation teams. • Milestone Tracking: Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule. • Reporting & Operational Health Daily Syncs: Provide a "standup-style" daily update in internal Slack channels to highlight urgent items or in-flight tasks. • Weekly Digests: Prepare and deliver a Friday report covering tickets opened/closed, onboarding statuses, and any flagged customer health concerns. • CRM Maintenance: Keep a real-time "Customer Health Snapshot" updated within HubSpot or shared internal sheets to ensure the leadership team has full visibility.

• Map business processes to Dynamics 365 CRM capabilities. • Configure CRM modules (Sales, Customer Service, Marketing). • Customize CRM using JavaScript, HTML, and Plugins. • Design and implement Workflows, Custom Actions, and Business Rules. • Develop and deploy PCF (PowerApps Component Framework) controls. • Work with Virtual Tables to integrate external data sources. • Build and maintain Canvas Apps for tailored user experiences. • Integrate CRM with other systems using Web APIs and Azure services. • Optimize the use of out-of-the-box features and identify areas for custom development. • Document technical specifications, configurations, and user guides.

Role Description We are looking for a Customer Success - Renewals person who is excited about the below Mission and Outcome. - Mission: The main mission is to help Sleek achieve its revenue target by renewing all services in our existing clientele. - Outcomes: - Achieve renewal rate targets on a monthly basis, along with CSAT targets. - Conduct detailed investigations into the customer’s end-to-end interactions with Sleek, working cross-functionally with relevant departments to drive resolution. - Ensure a high level of customer satisfaction that supports trust, retention, and a seamless renewal. - Achieve cash collection targets on a monthly basis through renewal, upsell, and upgrades. - Have a good understanding of own pipeline, track it in a data-driven manner, prioritise ticket resolution to drive monthly targets. - Collaborate with cross-functional teams (accounting, corpsec, product, data) to improve renewal processes and share best practices with the team. Qualifications - Minimum of 8 years experience as Sales, Accounting or Customer Success Manager. - Located in the Philippines. Requirements - Sales Driven & Ownership: Reliability and accountability are important. - Humility: Open-mindedness to feedback and willingness to learn from others. - Structured Thinking & Target Focused: Ability to show sound judgement in complex business scenarios. - Data driven: Use sound data to support strategies and review success of initiatives. - Can have tough conversations in a positive way: Build empathy, trust, and great working relationships. - Excellent listener and clear communicator: Ability to effectively communicate with diverse nationalities. - Customer-centric: Act with the best interest of the customer in mind. - Problem Solving: Identify, diagnose, and resolve production issues quickly. - Collaboration-Driven: Thrive in a cross-functional team environment. - Autonomous/ Entrepreneurial: Proactively seek out and own solutions. Benefits - Humility and kindness: A culture of not taking ourselves too seriously and being able to laugh. - Flexibility: Work from home and the option to work fully remote from anywhere in the world for 1 month each year. - Financial benefits: Competitive market salaries, generous paid time off, and eligibility for employee share ownership plan. - Personal growth: Responsibility and autonomy with opportunities for training and development. - Commitment to social responsibility: Sleek is a proudly certified B Corp. Company Description Sleek makes the back-office easy for micro SMEs through proprietary software and AI, focusing on customer delight. We operate in three business segments: - Corporate Secretary: Automating company incorporation, secretarial, filing, Nominee Director, mailroom, and immigration processes. - Accounting & Bookkeeping: Redefining Accounting, Bookkeeping, Tax, and Payroll with our proprietary SleekBooks ledger and AI tools. - FinTech payments: Offering digital banking services to new businesses. Founded in 2017, Sleek has around 15,000 customers across Singapore, Hong Kong, Australia, and the UK, with approximately 500 staff. We have been recognized as one of the fastest growing companies in Asia.

• Conduct fact-driven research into corporate structures and projects to ensure CRM data reflects reality • Respond to 'Market Research Request' app inquiries about the global user base • Proactively collaborate with internal users to clarify request details, maintaining a high standard of service within a 24-hour SLA • Create and update records within the C4C CRM software to maintain high data quality standards • Interface with research partners (e.g., Industrial Info Resources - IIR) to clarify or correct information regarding global projects