Customer Success Associate

Get to Know Us

iDeals is a global B2B SaaS product company recognized as the most highly rated and customer-centric in a secure business collaboration market. Trusted by more than 1,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stake business decisions. We achieve this by delivering extremely intuitive and robust software products that help people make impactful decisions with less stress, higher quality, and shorter hours:

iDeals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.

iDeals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way.

The Role

Currently, we are looking for a skilled and customer-focused Customer Success Associate to launch our CS Tech Hub in Malaysia. In this role, your primary objective will be to provide exceptional post-sales support to clients across different time zones (Mainly the US and EMEA), and leveraging their overall customer experience. We are seeking a tech-savvy individual with a keen analytical mindset, capable of comprehending and communicating complex issues in a clear and concise manner.

What You Will Do

• Research and study new clients to identify their expected value from the product
• Conduct kick-off (onboarding) training for new clients
• Engage with clients through their product journey and ensure appropriate experience
• Support clients through email/phone when they have a question or a concern
• Conduct exit interviews with churned clients
• Monitor client activity in the VDR, anticipating potential issues, and promptly address them to maintain high client satisfaction
• Perform check-ins to probe the client for additional needs and assist with possible issues
• Drive the referral program by securing satisfied client reviews and testimonials
• Establish and nurture strong client relationships to enhance loyalty
• Participate in project activities to improve the Customer Success Process or introduce new customer success initiatives
• Manage Enterprise clients in close collaboration with the Business Development and Project Management Office Teams

What We Look For

• Fluent English (B2), any additional language is a plus.

• Minimum of 2 years of work experience working in customer success or a client facing role.

• Process orientated and an ability to be self-lead.

• Customer-driven personality with empathetic and emotional intelligence skills

• Excellent communication, interpersonal, and presentation skills

• Strong relationship-building skills and ability to adapt to a client’s communication style

• Analytical skills and attention to detail

• Passion for international cooperation and professional development

• Readiness and enthusiasm to take on additional tasks when necessary, along with a responsible and proactive work ethic

WORK SCHEDULE

• This role operates on shift basis within the US & EMEA time zones, with working hours from 9:00 PM to 5:00 AM Malaysia time for the US time zone, and from 4:00 PM to 12:00 AM Malaysia time for the EMEA time zone
• One day per week will involve flexible working hours for operational tasks

What We Offer

• This role offers a highly competitive compensation package with 80% base salary and 20% performance-based variable. We highly value our people, so we will provide you with all the resources and support you need to succeed.

Our Interview Process

We believe in competency-based interviews combined with work samples and we share clear expectations for each element. Our interview assignments simulate what it’s like to work at iDeals and the type of tasks you’ll tackle. Here are the stages of the interview process for this role:

• Screening call with Adrian (30 mins)

• Roleplay + Hiring Manager Interview (60-70mins)

• Competency-based interview with the Talent Acquisition Specialist (60-80 mins)

What We Offer

We highly value our people, so we will provide you with all the resources and support you need to succeed.

For your work

• Remote-first model with teams distributed globally

• Home office set up budget

• High-end laptop, monitor and any additional IT equipment needed

• Reimbursement of co-working space expenses

For your well-being

• Wellness budger (3900) for medical, sports, yoga, mental and other health related activites

• Compensation for sports, yoga, mental, and other health and wellness-related activities

• Reimbursement of participation in sports competitions

• Unlimited health-related time off

For your growth

• Individual Development Plan based on your career interests

• Generous budget for learning and development activities

• Professional and self-development books and subscriptions compensation

• iDeals’ support of your passion as a speaker or writer

• Internal growth and internal mobility opportunities

Extra perks

• Team-building offline events

• Budget for local gatherings in global locations

• Generous internal referral program

• iDeals Surprise Boxes

Our Culture

Commitment, Excellence, Collaboration, Trust and Care are core values to the iDeals team. For us, these are the principles that every iDealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we are able to create a team where talents feel at ease and are able to work to the best of their abilities.

Commitment and Excellence inspire us to set the bar high, achieve the most ambitious goals and push the limits further. Our diversity and different perspectives are the foundation of our success. Collaboration and Trust ensure that everyone has access to all the information, proactively shares thoughts, and leverages the teammates’ diverse opinions, experiences, and backgrounds. Both values help us to solve the most challenging problems. Care drives us to create a positive work environment and make everyone feel valued. We also stand for iDealers’ physical, mental, financial, and personal well-being and encourage a healthy lifestyle and active living.

iDealers work in a remote-first model, meaning we collaborate from anywhere – either home, cafe, co-working space, or one of our offices. Some roles may have specific location-based requirements, including in-office and client interactions. Despite being located across the globe, we stay connected through the latest tools and technologies, ensuring that everyone on our team feels surrounded by teammates and engaged with our common goals.

iDeals is an equal opportunity employer

iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.