Noon Dalton Core Values
Noon Dalton invites all its employees to embrace our core values, living them every day, in every aspect of their role.
Empathy
At Noon Dalton, being empathetic means being patient and understanding, both with Clients and with each other. We don't make businesses conform to our requirements. We understand what they need and do our best to help them.
Simplification
We're not looking for artificial simplicity: things that look simple but aren't well-thought-out. We strip down our processes until all that remains is useful and essential. We remove complications and complexity for both our customers and our employees.
Continuous Improvement
We are always looking for ways to improve, both professionally and personally. Whether that means taking part in accent neutralization training, trying to better our public speaking, or evaluating our daily processes to see how we can do them faster and easier.
Job Description
Manage assigned accounts, especially in APAC
Onboard new users for assigned accounts by leveraging existing onboarding documentation and identify opportunities to optimize this process over time
Deliver exceptional customer service as the first point of contact for all customer queries
Respond to all queries in line with company KPIs
Elevate the performance of existing users to achieve healthy platform adoption scores through proactive engagement and training
Analyze user engagement metrics to identify gaps
Provide solutions to drive adoption for clients and test new techniques
Drive greater client engagement on the most relevant features/functionality for their specific business needs
Manage upgrade/upsell conversations with clients
Analyze and report on customer feedback throughout their lifecycle
Document all communication with users accurately and in a timely manner in the CRM
Manage escalations as appropriate with the internal team
Monitor and report on the health status of all assigned accounts
Assist with educational webinar series for end-users
Collaborate with relevant departments to create workflows, develop knowledge bases, both internal and external
Suggest improvements to the current processes to optimize them
Qualifications
Excellent fluency in English - exceptional spoken and written, grammar as well as typing accuracy
3-4 years' experience in a Customer Success/Client Management role
Bachelor's degree or equivalent
Strong project management and organizational skills
High level self-motivation and enthusiasm
Experience analyzing data and trends to identify growth opportunities
Strong technical aptitude
Proficiency in Teams and MS Office
Hubspot/CRM proficiency will be a plus; otherwise, willingness to learn new systems quickly
Basic proficiency with Microsoft Excel
Familiarity with web-based platforms and tools
Experience working both autonomously and in a team environment
Ability to build authentic business relationships and resolve conflicts if they arise
Flexibility and commitment to achieve successful outcomes
Other Perks/Incentives
HMO month 1
Monthly performance bonus after regularization
Engagement activities
Annual appraisal
12 Days Leaves Annually
US or UK Bank holidays (depending on account)
Birthday incentives
Fun working environment
Review Process
Regular 1o1 with reporting line manager
Monthly appraisal review
Quarterly appraisal review
Annual appraisal review
