ABOUT ESOFT
Esoft is one of the world’s leading real- estate tech companies specializing in property presentations, image processing, 3D visualization, and online marketing of properties worldwide.
The company was founded in 2000 in Denmark and our platform in Vietnam has been operating since 2007. We currently employ more than 800 people in our offices in Vietnam, Denmark, Sweden, and Norway.
To learn more about our company’s business and culture, please visit: https://esoft.com/int/
Or our career website: https://esoftcareers.com/
Our customers are real estate agents and property- marketing companies in Europe, US, and Australia who rely on us for our fast service, our innovative solutions, and high and consistent quality.
At Esoft, we encourage all applicants from minorities, women, people with disabilities, and all other qualified applicants.THE POSITION:
Onboarding Success Management
Customer onboarding workflow development
Develop, implement and continuously enhance new customer onboarding workflow to meet the successful onboarding process for all customers.
Customer Demand Management
Engage customer stakeholders by demonstrating how Esoft services and solution can support customer business & scalability.
Collaborate with Business Development team to create a successful bidding and sales plan according to the business development target.
Testing & Deal Management
Win customers with a compelling value proposition based on Esoft values and success outcomes.
Identify customer drivers for change to design a joint solution for the customers.
Collaborate with other department to implement the customer tests and ensure the on- time and high- qualified testing results to customers.
Adoption Management
Welcome customers to Esoft team and provide an alignment to establish a shared success expectation and a mutual success plan including onboarding success metrics such as on- time delivery target, correction rate target, complaint rate target, volume ramp- up targets, etc.
Provide customers all trainings and continuous support of Esoft solutions, system and workflows to ensure customers well adopted with Esoft onboarding process.
Wrap up the onboarding process completion and hand over to Account Success Team for continuous customer consumption and expansion.
Monitor and ensure all onboarding success metrics on track and flag to relevant departments to prevent off- track outcomes.
Prepare and manage all customer tutorials and guidelines (including collecting them from other relevant departments).
Follow up and update customers on the success plan progress and onboarding success metrics to align on the customer expectations and satisfaction during the adoption process.
Ensure all relevant parties are well informed and understood of the onboarding success plans to foster a productive onboarding outcomes.
Establish a joint relationship expectation including check- in, on- line meeting frequency, satisfaction feedback, etc.
Prepare and manage the customer workflows including product workflow, turnaround time workflow, communication workflows, reporting workflows and any special workflows such as customer system workflows, etc.
Account Success Management
Consumption Management
Ensure all relevant parties are well informed and understood of the account success plans to foster the productive consumption outcomes.
Follow up and update customers on the account success plan progress and account success metrics, and review the quality, delivery, communication, support, system and improvement actions to align on the customer expectations and satisfaction to develop the loyalty relationship with the customers.
Develop Key Account Plan file
Establish a joint relationship expectation including check- in, on- line meeting frequency, on- site meeting frequency.
Collaborate with Tech to develop Reporting documents for managing all account success metrics and ensure these documents are timely updated.
Ensure customers receive proactive guidance and engagement to foster on- going consumption.
Welcome customers to Account Success team and Consumption journey and provide an alignment to establish a shared success expectation and a mutual success plan including account success metrics such as on- time delivery target, correction rate target, complaint rate target, volume plan targets, etc.
Organize and join frequent meetings with other department to review quality, delivery, system and take actions for improvement.
Monitor and ensure all account success metrics on track and flag to relevant departments to prevent off- track outcomes.
Expansion Management
Collaborate with BD and PE to analyse customers&039; needs and trends to propose/recommend solutions.
Support BD and PE for new business development to expand new services and solutions for customers.
