Head of Customer

Wati is a growing CPaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.

Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Southeast Asia.Headquartered in Hong Kong and trusted by 8000+ customers across 100+ countries.

We're a rapidly expanding team filled with talented people from around the globe.

WATI is leading the next paradigm shift in CPaaS computing and is looking for a dynamic leader as Head of Customer to lead the sales team. The ideal candidate will have experience working with SMB clients, along with a proven ability and desire to coach and lead teams of high-performing sales executives who are experienced in outbound prospecting, demos, inbound campaigns and closing SaaS software deals.

What you’ll do:

• Build a high performance customer team, including sales, success, partnership. Ongoing coaching and development of the team including recruiting, on-boarding, and ongoing training, and culture-building.
• Oversee business strategies, processes, and best practices for the team to follow. You’ll set target markets and establish goals and sales quotas for the team. You’ll also map the customer journey and determine which channels the team will use to secure sales. Analysis, coaching, and a strong understanding of sales tactics are critical.
• Identifying ways to innovate our sales model (demos, inbound, outbound), including product demonstrations, automation of manual tasks, and implementing change with marketing & product teams.
• Improve and monitor efficiency by building dashboards and reports, and analyzing customer data to identify buying / expansion / churn signals.
• You will be responsible for defining and executing strategic plans that align with the organization's long-term goals. Develop clear milestones for near-term sales targets to guide the team and ensure consistent progress toward larger objectives. Proactively adjust sales strategies and operational plans to navigate anticipated market shifts and internal challenges, ensuring the team remains agile and focused.
• Lead the customer team with a forward-thinking approach, anticipating potential roadblocks up to 12 months in advance and adjusting plans to mitigate risks. Foster a culture of proactive planning and adaptability within the team, maintaining open communication to ensure all members are aligned and responsive to changing market dynamics and organizational needs.

Requirements

• 10-12 years of experience
• Extensive experience in sales, with heavy weight to software experience in SaaS/Customer Support/Sales/CRM
• Any experience selling a marketing automation, CRM, email, or marketing analytics solution is strongly preferred
• Consistent results of 100%+ of quota achievement as an individual contributor
• Must have experience managing sales teams, preferably in SMB SaaS
• Having worked and scaled sales of a SMB SaaS Customer Engagement startup and scaled revenues from 10 mil ARR to 50 mil ARR
• Passionate about training early career reps, with a consistent record of building a great working environment
• Able to thrive in a startup environment— you move quickly, think strategically, and are superb at tactical execution
• Proven ability to work cross-functionally with customer and internal teams
• Excellent presentation, organization, and listening skills
• Must be data driven, analytical and results orientated through all stages of the sales cycle