Know Your Customer is an award-winning SaaS platform designed to revolutionize the anti-money laundering compliance, client onboarding, and periodic review processes, meeting the diverse needs of financial institutions and regulated businesses worldwide with high-quality entity data. Founded in Hong Kong in 2015 and with local presence in Shanghai, Singapore, Kuala Lumpur, Dublin, and London, Know Your Customer has built a global customer base across 11 verticals and 18 jurisdictions, as well as a wide network of technology and data partners. We are a fully remote company there are no cubicles, no offices, and there is zero commute time. We value creating a diverse and inclusive work environment and are committed to building a culture where everyone thrives! Know Your Customer is proud to be an Equal Opportunity Employer.
Customer Success, Account Management EMEA
Overview of Role
Role and Responsibilities
- Create and present renewal proposal(s) to customers and notify them of upcoming contract expiration.
- Provide regular and accurate updates on renewal status to management and escalate when needed.
- Collaborate with and assist junior team members on all aspects of Account Management when needed.
- Be the main point of contract for all EMEA customers regarding Account Management and Billing queries.
- Work with your customers to encourage revenue growth by upselling product features and promoting increased product usage.
- Be responsible for onboarding new APAC customers and successful deployment during their first 30 days on the Know Your Customer platform.
- Becoming an expert user of the Know Your Customer platform to train customers and provide guidance on features and functionality.
- Be confident discussing API workings and assist with technical API integration queries.
- Assist with the set-up, implementation, and maintenance of each client’s unique environment.
- Partner with internal teams, including Sales, Support, Product, and Development to deliver the best customer experience.
- Work closely with the Product team on supporting complex onboarding projects, when required.
- Track and report your success.
- Other duties as assigned.
Some Key Qualifications
- At least 2-3 years of working in a customer-facing role with a strong focus on negotiating contracts/ onboarding in a B2B SaaS company.
- High attention to detail and can execute an effective onboarding plan and schedule for clients.
- Strong organization, multi-tasking, and time management skills.
- Enjoy teaching/training others.
- Customer-focused and have significant experience building strong long-term customer relationships
- Can convey complex ideas and data in written and verbal formats to customers and team members.
- Can work successfully in an independent capacity.
- Experience working in a start-up environment.
- Confident working in a remote working environment and communicating with colleagues and customers via email, instant messaging channels and video conferencing.
- Based in the APAC region (or time zone).
- Have experience working with clients and team members from multiple countries and across multiple time zones.
- Fluency in English is essential.
Candidates with prior experience in the financial service industry will be given priority.
How the application process works
- Please upload your CV along with a comprehensive cover letter stating how your experience would specifically adapt to this position.
- If the experience outlined in your CV and cover letter matches our requirements, you will be invited to a video interview.
We will only consider independent contractors, agencies please do not apply.