Customer Success Officer

Remote, Singapore

Company Description

Handprint is Technology Powering Regeneration. Founded in 2019 by Ryan and Simon, our two sustainability PhDs and tech entrepreneur Mathias, we are all passionate about creating a better world. Our startup is now growing and we’re looking for sustainability enthusiasts with strong business skills to join our team.

Why choose us?
Our ambition is to save the planet: while Sustainability focuses on reducing our negative impact, Regeneration is about growing our positive impact – our handprint.
Because we know creating regenerative businesses may be easier said than done, we developed cutting edge technology that makes regeneration simple for every business. And affordable too.
In concrete terms, we create a direct connection between companies and NGOs. On the one hand, companies can seamlessly fund projects with every operation (sale, emails, new followers, etc.) On the other hand, they receive live data of their impact, which they can use for their marketing efforts.
Imagine for a moment that any organisation can plant 50 trees with each sale, or remove 10 kg of plastic from the environment with each newsletter subscription. This is the work that wakes us each day with true purpose and passion.

To join Handprint is to embrace our values:
Authenticity, Impact, Exploration, Positivity, Empathy
We believe a profitable company has the power to benefit People, Planet and global Prosperity. To this end, we provide our team with a stimulating work environment, intense learning loops, flexibility, and ample opportunities for growth. We can’t wait to meet you!

Our Ideal candidate

We’re looking for an outstanding Customer Success Officer to join our Customer Success team and support Handprint’s growth through in-depth understanding of customers’ needs.
You have previously been successful in a customer-facing role.
You are empathetic, curious, proactive and organised.
You are an extremely good active listener.
You are an investigator, focus on finding solutions to challenges, and have a growth mindset. 
You are comfortable with complaint and rejection management.
Excitement for startups is great, a passion for sustainability is a must.
You are totally comfortable with remote collaboration yet you thrive as part of a community.

How this role drives positive impact
You will be the first touch point for customers and answering any in-bound questions or requests. Their experience and happiness with Handprint relies on the quality of your relationship with them.  
By growing customers’ loyalty, solutions usage and impact creation, you support the company’s goal to protect and enrich the lives of vulnerable communities, cleaning the seas, and regenerating critical ecosystems for carbon absorption.

The Job Responsibilities
– Provide assistance and support to customers in a timely manner, regarding their issues with the SaaS products.
– Understand the customer’s needs and provide proactive consultation, education and support.
– Build a positive long-term relationship with Handprint’s customers through frequent engagement & customer touch points.
– Promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
– Ensure all customers are successfully using the product or service they’ve purchased from the company.
– Optimise processes for an outstanding customer onboarding experience.
– Be the voice of the customer when collaborating with various teams to build product improvements based on customers’ feedback and to help scale successful ideas.
– Identify best practices and ensure they are shared among the different teams.

Minimum qualifications
– Excellent Interpersonal skills and presentation skills.
– Outstanding proactive listening skills, customer-centric attitude.
– Able to engage with various stakeholders.
– Analytical, proactive, able to multitask.
– Proficient in English – written and verbal communication skills.
– Autonomous and able to collaborate across various functions.
– Problem-solver.

Preferred qualifications
– BA degree in Social Science, Business or related fields.
– 1+ years’ working experience in a customer-facing role, preferably B2B.
– Knowledge of other SEA languages is helpful as the company works internationally.

Job Details
– Employment Type: Full Time
– Location: Singapore
– Experience: 1+ years
– Remuneration: Salary, stock options, health insurance (Singapore), CPF (Singapore)


Apply now!

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