Zipline is looking for an Account Manager to help us launch and support customers in AsiaPac. This will be a hybrid role to start, with locations in Australia, Singapore, Japan, or any other APAC time zone. We are open to bilingual candidates that are fluent in English and Japanese, but will also consider Chinese.

This person is responsible for managing the ongoing customer relationship and helping to maintain high levels of customer satisfaction, while temporarily providing frontline support to end users. As the customer base, and APAC team, grows the role will transition to full-time Account Management. Seeking self-starters who are independent thinkers and an extrovert who love building and developing relationships with others!

Key Responsibilities:

• Account Management
  • For better coverage of AU/APAC and North America, you will be on call for Intercom ticket support for select hours Monday through Friday based on your local timezone
  • Act as the central point of contact and be the voice of the customer within Retail Zipline.
  • Look for additional opportunities for using Zipline products within customer organizations.
  • Help customers determine usage, ROI, and other stats that can be used internally and externally.
  • Establish reference relationships throughout the customer’s organization and manage reference activities.
  • Work with marketing to construct case studies, customer video clips, quotes, and other marketing/sales tools leveraging our customer success stories.
• Support
  • Monitor Intercom queue for the first and last few hours of each working day Monday-Friday
  • Promptly respond to customer questions, issues, comments, and feedback via Intercom live chat or email
  • Handle customer requests and questions with a thoughtful, friendly, and empathetic tone
  • Immediately escalate technical issues and bugs to Level 2 Customer Success Engineers
  • Help create and maintain internal and customer-facing documentation

Must-haves:

• Professional working proficiency in Japanese or Chinese
• Manage to onboard new customers and ensure a successful Zipline launch for their users.
• Ensure ongoing customer success through advising on best practices and continuous improvements.
• Understand each customer’s internal culture, politics, and organizational structure to best influence decision-making and lay the foundation for strong, long-lasting relationships.
• Educate customers on new features, enhancements, bug fixes, and other related Zipline news.
• Ability to assist customers in establishing business cases and budgets to ensure annual renewals as well as up-sell opportunities.

Nice-to-haves:

• 4+ years managing accounts in a B2B SaaS environment, ideally with retail as a vertical.
• Preferably, experience in Retail, either in Stores or in Headquarters.
• Ability to effectively communicate, present, influence, or befriend all levels within an organization.
• Outstanding listening and writing skills. A keen ability to translate complex concepts into simple and intuitive communication.
• Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers.
• A strong track record for managing relationships and supporting their onboarding efforts.
• Demonstrates work behaviors such as self-motivation, dependability, and dedication.
• A willingness to travel.

Employee Benefits

• Stock Options
• Paid Flexible Time Off (including time off to care for family members, as well as Sick Time)
• Paid Parental Leave Benefit
• Group Health Insurance (Medical, Vision, and Dental) with a variety of PPO & HMO plans and a flexible spending account
• 401(k) Retirement Plan
• 100% Paid Life and Long-Term Disability Insurance

The “Extras”

• Remote Work: Join a flexible, effective remote team and work where you’re comfortable- literally anywhere! We’ve had Zipliners join us from vans, RVs, sailboats, and AirBnBs around the globe.
• Computer accessories and office setup: There’s a science to being effective at home and we help you get there with the right equipment and accessories that you need.
• Company off-sites: Most years we come together (IRL!). Past retreats were held in Santa Cruz, New York, Mexico City, Puerto Vallarta, and Costa Rica.
• Education stipends: We believe in perpetual learning! If there’s a class that you want to take or a book that will help you expand your horizons, we’ll support it, as long as it fits within our team budgets.
• Coffee Stipend: To encourage breaks and a change of scenery, we provide a small stipend each month to get you out of the house and relax at your favorite coffee spot.

A note on our Flexible Time Off Policy - We don’t have a set number of “Days Off” at Zipline, and instead Zipliners request time off when and as they need it, under a Flexible Time Off Policy. Each request is then reviewed by your manager and a decision is made with all of the appropriate business considerations accounted for. Typically, we see Zipliners using 15-25 days per year, and it’s important to note that time off is not unlimited.

We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal-opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Got More Time, here’s more about Zipline!

How do we work? Remotely. We have been 100% remote since the company was founded. We come together as a company every week for our Wednesday Socials, where the topic can be a classic “Standup” format, a micro-learning around burnout and mental health, followed by discussion, or silly trivia…and anything in between! Some Fridays, we come together to learn from each other. One week it might be about opossum rescue. Another week it might be an update on our product roadmap or the results of our customer satisfaction survey. We are all expert Zoom navigators, and love the freedom of working from anywhere, using technology to connect.

With Zipline, retail employees feel more connected, understand the role they play in the brand’s mission, and feel good about the work they’re doing. This is important to us because retail is one of America's most populous workforces but also one of the most underserved. Through Zipline, we can touch on one in four American workers whose jobs and needs are often underrepresented.

We have made incredible progress but changing the industry is hard. We are well funded by leading venture capital firms like Emergence Capital and ready to scale. We need your help to improve how this 4.4 trillion dollar industry communicates with its store employees. Cumbersome, slow, and inefficient systems should not be the status quo. Help us retool retail, and Keep Today on Track™