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Customer Product Specialist

Xendit

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Product, Customer Service

Bangkok, Thailand

Posted 6+ months ago

Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, the Philippines and Malaysia. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.

About the Job

You will be part of the Customer Product Specialist Team to manage the overall functional health and success of your customers. The Customer Product Specialist will be individually accountable for a set of customer accounts in 1-2 industry verticals and ensuring that these customers enjoy a good experience using Xendit’s products with minimal issues and clear guidances on their usage inquiries, and will also be a customer-facing product champion for the range of Xendit’s products (across all verticals).

Minimum Qualifications

Bachelor’s degree from a reputable university in Engineering, Management, Business Administration, Computer Science/IT/Data/Analytics, or equivalent.
1 to 3 years of experience in a client relationship-focused role, such as Client Servicing, Technical Account Management, Account Management, Professional Services, or Consulting.
Professionally fluent in both English and Thai (able to read, write, and speak confidently and autonomously).
Standard proficiency with Microsoft Office or Google Suite tools (Word, Excel, PowerPoint, Gdocs, Gsheets, Gslides).

Preferred Qualifications

Proven experience in managing a portfolio of products/customers or projects to meet business and customer needs.
Proven experience in managing products/customers through their lifecycle and building credibility with customers and internal stakeholders.
Proven experience in setting product or service performance goals and monitoring product/service/project performance.
Ability to thrive on autonomy and have proven capability to push towards a goal independently.
Excellent communication skills across various stakeholders, managing internal teams and external customers effectively.
Ability to stay agile in ambiguous situations.
Ability to think strategically while also managing detailed tasks.
Plus points for prior experience in the financial services, payments, or SaaS industries.

Responsibilities

Championing the Customer Health Initiative

Execute the rollout and implementation of the Customer Health Initiative, aimed at enabling Customer Product Specialists to manage customers effectively by making accurate health assessments and taking actions to improve customer health.
Work on successive iterations of the Dashboard, Playbook, and Outreach process with Xendit’s customers.
Synthesize meaningful insights for customer health management improvement.
Help the team forge strong relationships with healthy customers.

Owning Customer Health and its Respective Metrics

Build and maintain strong customer relationships within 1-2 industry verticals.
Become an expert on Xendit’s products.
Develop and maintain good relationships with working-level stakeholders.
Monitor and measure customers' overall health and perform periodic health reviews directly with customers to confirm satisfaction.
Conduct analysis of internal data sets to identify root causes of any issues affecting customer health.
Recommend actions to improve customer health and take hands-on customer-facing steps such as integrations, onboarding, and managing critical issue escalations.
Share best practices with customers to ensure they realize maximum value from our products.
Provide insights and recommendations to key teams within Xendit.
Work with the Account Management team to identify new opportunities to expand customer use of Xendit products.
Provide expert customer insights to Product Management, Onboarding, Sales, etc., to drive innovation and continuous improvement.

We offer an exciting and dynamic work environment where your contributions will have a significant impact. If you are passionate about customer health and eager to drive organizational success through innovative and strategic initiatives, we would love to hear from you. Join us in shaping the future of payment solutions in Southeast Asia.