Customer Success Associate

About the role

As an APAC Customer Success Associate, you'll join our global network to implement our Supplier Management Platform SupplierBase and manage technical requirements between our customers and team. You'll build strong relationships with customers and help them achieve their goals using SupplierBase. This full-time remote position requires you to work Philippines hours (PHT) with occasional out of office hours to liaise with European teams.

Key responsibilities

• Know your product inside out, conduct testing and set dashboards, templates, data to proactively manage the environment
• Advise customers on platform functionality and use cases to help them to get the most out of SupplierBase
• Engage with customer stakeholders regularly to build and maintain strong relationships and ensure the project runs smoothly
• Manage customer questions and issues promptly
• Manage the resolution of tickets with the technology team promptly
• Proactively adjust the implementation plan with clear guidance on actions, owners, and timelines that will lead the team to a planned go-live. Maintain action, risk, and issue logs
• Proactively communicate any significant delays that impact the overall project timeline and costs to leadership, including potential scope creep
• Prepare training materials for stakeholders when required (templates available)
• Liaise with the Product/Technology team to have a clear view of customer needs and config requirements
• Support customers with ongoing user questions and liaise with the Product/Technology team on issue resolution when required

About you

• Enjoy interacting with people from diverse cultures and backgrounds and finding solutions to everyday problems
• Are a team player and love collaborating with people from various customer groups and cross-functional teams
• Possess analytical skills with great attention to detail
• Have a keen interest in learning and adopting new technologies to support our team's goals
• Have excellent communication skills in English (both written and spoken) to manage different stakeholder types, and adjust your communication style as per their needs
• Are a patient listener and a good guide to help users learn how to use the technology for their day-to-day needs
• Hold a Bachelor's degree (preferably in computer science, IT, or other relevant fields) or relevant project management qualifications
• Have at least 2 years of experience working directly with customers (technology team interaction experience is a plus)

About us

State of Flux is a globally renowned supplier relationship management company. We are a fast-growing procurement and supply chain consultancy based in London, with locations in the USA, Philippines, and Australia. We offer smart procurement and supplier management solutions, combining consultancy, technology, training, and managed services. SupplierBase is a trademark for State of Flux Technologies, a rapidly growing Software-as-a-service company that offers enterprise supplier management software recognised by Gartner, Procurement Leaders, and Spend Matters.