Our story:
Blackpanda Group is Asia's leading local cyber incident response firm, dedicated to delivering world-class digital emergency response services to businesses in the region.
We help businesses strengthen their cyber resilience and secure their digital operations by supporting them with incident response delivered by local experts and cyber insurance underwritten by our Lloyd’s of London coverholder Pandamatics Underwriting.
Our mission is to make cyber resilience achievable for all, with services and solutions designed for the Asian market.
Our Mission:
To democratise cyber resilience.
Our Vision:
A world where organisations of all sizes have access to best-in-class cyber incident response and insurance solutions, so they can conduct business securely and sustainably.
What we are looking for:
As a Sales Support Specialist at Blackpanda, you'll play a critical role in ensuring our sales team, and ultimately, our customers achieve their goals while using our product or service. You'll be responsible for building and maintaining strong relationships with our clients, understanding their needs, and providing tailored solutions to ensure their success and satisfaction.
Responsibilities and Duties:
- Perform Sales Operations related tasks for order management by reviewing customer orders via various channels and enter them into the order management system after verification.
- Coordinate with internal teams to process orders and generate required documentations. Communicate with customers and channel partners on order fulfilment information and update of order status.
- Handle order-related inquiries and resolve issues such as discrepancies, delays or returns.
- Perform data entry and maintain accurate records of order transactions. Update and manage order data in order management system to ensure accuracy and completeness.
- Identify opportunities for process improvements and contribute to the development and implementation of more efficient order processing procedures.
- Perform inventory management to monitor channel partners inventory level and ensure order fulfilment within stipulated shelf life cycle.
- Guide new customers and channel partners through the onboarding process, ensuring they understand and effectively use our products or services and deliver training sessions where necessary.
- Build and maintain strong, long-lasting relationships with key stakeholders and decision-makers.
- Conduct regular check-ins to assess existing customer and channel partner satisfactions and identify opportunities for up/cross sell as well as maintaining customer retention via renewals
- Various other tasks around product utilisation, issue resolution and success planning
Qualifications and Experience:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 5 years of experience in sales support, customer success, account management, or a related role, preferably in a SaaS or technology company.
- Strong interpersonal skills with a proven ability to build and maintain relationships.
- Excellent communication skills, both written and verbal.
- Ability to analyze data and derive insights to inform decisions.
- Familiarity with customer success software and CRM tools.
- Problem-solving mindset with a proactive approach to addressing customer needs.
- Ability to work independently and as part of a team in a fast-paced environment.
