User Success Manager

CLO Virtual Fashion is the creator of CLO and Marvelous Designer, the top 3D garment design programs used in fashion, film, and game development.   With over two decades of research and development in accurate garment simulation, CLO Virtual Fashion's mission is to empower users at every step of the garment journey, from concept to design, manufacturing to marketing, and fitting to styling.   In addition to 3D garment design software, CLO Virtual Fashion's products include CLO-SET (a digital asset management and collaboration platform), CONNECT (a digital fashion hub and marketplace), and consumer-facing solutions such as e-commerce virtual fittings.   Founded in 2009, CLO's interconnected and ever-growing product ecosystem is built to power the future of everything related to garments.   Position Overview   We are looking for a visionary to join our team in Vietnam. We are not small anymore but a global team and the environment will be close to that of a start-up. We wear many hats, brainstorm many ideas, and are filled with a passion for all things Fashion & 3D.   Join the Global User Success team as a new User Success Manager for the Southeast Asia market!    The Global User Success chapter is responsible for CLO subscription business and operations targeting individual and student users. User Success Managers plan, implement, and control the efficient flow and develop services between CLO and all creators worldwide. The Team units are located in Korea, USA, China, India, Germany, Spain, France, and Brazil. 

Responsibilities

• Daily Operational work to serve CLO individual/ student user community managing inquiries, support, and the website. 
• In-depth analysis of user inquiries, support, and user activities on clo3d.com website and CLO’s social media channels. 
• Analyze service gaps and recommend effective measures to prevent mishandlings and claims.
• Review and improve service processes across the entire service chain to create  positive customer experience thereby enhancing the branding of CLO.
• Research not only in Vietnam but also in Southeast Asia to expand individual and student users.
• Work with other teams to execute project workstreams as part of the wider company business.
• To lead customer experience improvements in user workflow, contents and website operations working with Web Developers. 
• Plan and execute online/offline events mainly targeting potential or/and existing CLO subscription users working with the Marketing Team.
• Communicate actively and work in tandem with the Global User Success chapter to have aligned goals and strategies.

Requirements

• 2+ years of work experience in business development, operations, marketing, or user research in the tech industry.
• Agile work ethic; comfortable with trials and errors.
• Critical thinking and creative strategizing.
• Open to working with colleagues from different places, time zones, backgrounds, and cultures.
• Strong project planning and management skills.
• Good communication skills in both Vietnamese and English

Plus if you have

• Knowledge and experience in 2D/3D CAD, B2C SaaS business
• Academic studies in Statistics, Business Administration, and Information Technology related majors
• Proficiency in other Southeast Asia languages (e.g. Thai, Malay, Indonesian, Lao, Burmese, Cambodian, and Filipino, etc.)