Implementation Engineer (Mandarin speaker) at ServiceRocket

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Professional ServicesIndustries

Requirements

Experience working with external customers; Internal sales, support and success teams
Strong cross functional collaboration and customer relationship management
Familiar with SaaS platforms and cloud-based technologies
Excellent problem-solving and communication skills
Desire to learn about cutting edge technologies
Ability to communicate in Mandarin is a must to effectively engage with Mandarin speaking stakeholders
Natural leader
Excited to work in a start-up environment; gets in the weeds as part of the team
Smart, innovative, and fun with a sense of humour and humility
Maintains a customer-centric mindset
Loves finding solutions to challenging problems
Not afraid of conflict and difficult conversations; values transparent communication

Responsibilities

Partner with Support, Operations, Sales and Customer Success teams to establish and refine operations related to provisioning customers
Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience
Iterate and improve on strategies and automations that streamline current workflows and tooling
Contribute to team knowledgebase when finding solutions to common situations
Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction
Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships
Provide personalized customer implementation with efficient, automated workflows
Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability
Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management
Champion a customer-first approach that balances personalized support with scalable processes
Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment

Skills

Mandarin

Customer Onboarding

Provisioning

Automation

Workflow Optimization

Customer Success

Atlassian

Knowledgebase Management

ServiceRocket

Consulting and services for Atlassian products

About ServiceRocket

ServiceRocket offers solutions and services for Atlassian products like Jira and Confluence, including consulting, training, managed services, licensing, and apps. The company helps businesses of all sizes optimize their use of Atlassian software to improve project management and collaboration. Unlike its competitors, ServiceRocket provides a comprehensive suite of services tailored to enhance the value of Atlassian investments. The goal is to maximize productivity and efficiency for organizations using these tools.

Sydney, AustraliaHeadquarters

2001Year Founded

$270KTotal Funding

SEEDCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Stock Options

401(k) Retirement Plan

Paid Vacation

Hybrid Work Options

Risks

Increased competition from other Atlassian partners could erode market share.

Appfire's acquisition may reduce ServiceRocket's product offerings and revenue.

Focus on Atlassian may limit diversification and long-term growth.

Differentiation

ServiceRocket bridges the consumption gap for software companies and enterprises.

It offers a comprehensive suite of services for Atlassian products.

ServiceRocket is a Global Atlassian Platinum Solution Partner.

Upsides

Increased demand for remote work solutions boosts ServiceRocket's collaboration tools.

Digital transformation trends align with ServiceRocket's integration services expertise.

The rise of low-code platforms creates opportunities for custom app development.

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