ABOUT THE JOB

Your Role

We’re looking for a Customer Success Executive to join our growing team. Managing our EMEA customers from our Saigon office you will be responsible for the care of your own portfolio, ensuring the successful onboarding of new Vincere customers, managing the training and implementation of our European customer base, as well as becoming a trusted advisor on the best Vincere practices.

Successful team members are hands-on and have a high level of ownership. We’re obsessed with giving our customers the best experience possible with prompt replies and solutions that work. This is an exciting career opportunity at a dynamic stage in our company’s growth, where your contribution is directly visible.

Your 12-month journey 

• For the first 2-3 months you’ll focus on learning everything about Vincere: the product, our processes, the teams, the customers and more. You’ll be working closely with the other team members. In this timeframe, you’ll onboard your first 2-3 customers and start managing your first few small accounts
• After 3 months, you will have taken responsibility and ownership of your own customer portfolio, taken further steps in onboarding new Vincere customers, and started to learn more about the Vincere platform and our product team.
• After 1 year, you will have mastered keeping customers happy by ensuring they get the full value from Vincere. You'll be training new and existing customers, carried out some "account audits,” developed a deep understanding of our customers’ needs, and onboarded over 50 happy customers. 

Your Responsibilities

1 - Customer Success (70%):

• Act as the primary point of contact throughout the customer lifecycle to our EMEA customer base (in virtual chat, meetings, or web conferencing).
• Manage customer queries and resolve issues in a timely manner.
• Help customers understand how Vincere works and troubleshoot any issues. 
• Analyse customer data to assess system usage. Use this information to drive positive NPS scores, generate revenue, and increase customer retention across our markets. 

2 - Training / Implementation (20%): 

• Take responsibility for the client from the end of the sales cycle and guide them through the onboarding / implementation process.
• Act as the primary point of contact for clients throughout the implementation process and manage expectations and time frames.
• Liaise with internal stakeholders on data migration activities, finance, and integrations to ensure a seamless process for clients.

3 - Innovation & Collaboration (10%):

• Work closely with Product, Sales and Marketing teams to be the voice of the customer for future product roadmaps and upgrades. 
• Organise and prioritise customer feedback.
• Collaborate internally and with partners to drive successful completion of projects, partnering with other resources as necessary to ensure project success.
• As a brand guardian, ensure all our communications leverage our brand correctly & effectively.
• Interpret business strategy and determine innovative solutions supporting strategy implementation

Requirements

• Some experience in customer success/managing accounts is preferred .
• Confident in a tech environment and comfortable with new software.
• Strong interpersonal skills and a passion for consistently providing a great customer experience.
• An entrepreneur at heart - you enjoy working as part of a small team, rapidly iterating on strategy, and getting your hands dirty to build something great.
• Ability to identify and drive commercial opportunities. A staffing agency background is beneficial but not essential. 
• You’re empathetic and persuasive, with a strong mix of emotional intelligence and business savviness.
• You are proactive, adaptable and organised.
• You can effectively communicate with decision-makers.
• Personable and a relentless relationship builder.

WHY YOU’LL LOVE IT HERE

• Be the change: Shoot to the top with a high-octane, innovative SaaS company.
• Professional development: Upgrade your skills and ignite your career.
• International environment: We represent a diverse crew of over 20 nationalities across 7 global offices.
• Collaborative atmosphere: At Vincere everyone works together to execute the mission.
• Excellent benefits: We offer competitive compensation packages.  
• Team spirit: Caring for our people and bonding together are musts for us.
• Dynamic growth: Our teams are scaling up quickly as the recruiting market is booming. There’s no better time than now to come on board!

ABOUT VINCERE

Vincere is the SaaS tech company revolutionizing recruitment. We provide a single streamlined tech platform to power rec firms worldwide.

We call our platform the “Recruitment Operating System,” or #RecOS. It’s a suite of modules natively built and pre-integrated to cover the entire recruitment process. Our ambition is to equip recruiters: with a CRM/ATS system, AI & analytics, website building, video interviewing and more.

At Vincere, we’re passionate individuals who are driven to succeed. Our work culture is characterized by strong team spirit, high degrees of openness and innovation, and frequent collaboration across fields.

We have offices in Saigon, Singapore, Sydney, London, Málaga, and Atlanta. Our international team has grown to over 150 employees and counting. We’re proud of launching from humble beginnings into sky-high growth, with 15,000+ happy recruiters as customers. And we’re just getting started.