About the role

The Customer Success Manager is responsible for account management and up-selling to existing clients and providing service in support of team revenue goals.

 

【About the role】

We are seeking for a Customer Success Manager who can generate solutions from both business and technical perspectives, and successfully implement them at the customer site. He/She leads the implementation and integration of our Customer Engagement Automation enterprise products into our client's environment and applications.

 

An ideal candidate for the role will become a trusted advisor to enable clients to apply enterprise solutions to achieve their business objectives.

【Responsibilities】

・Assist clients to expand their usage and adoption of enterprise solution

・Provide client relationship management for all assigned clients

・Provide resources to answer clients' questions, identifying needs for account customization and further implementation where applicable

・Perform service delivery and first line technical support for the product implementation.

・Discussing the product definition, implementation, operation and clarifying issues with the customer.

・Assist in renewing client contract and cultivate upsell opportunities

・Communicate consistently with clients throughout the contract lifecycle, escalating important issues where needed

・Fully understand client requests, documenting and engaging appropriate resources

 

About you

[Essential]

・Min. 2-5 years of enterprise software account management experience; or Min. 2-5 years  digital marketing relative role of e-commerce.
・Ability to communicate technical and business concepts effectively
・self-motivated, able to adapt to an ambiguous, fast paced sales environment
・Strong commitment to sales and service with good interpersonal skills, initiative and follow through
・Strong in logic thinking 

・Ability to “translate” complex technology processes into meaningful solutions that address business needs
・Native level of Chinese. Intermediate level of English.
・A bachelor’s Degree preferred.
・Able to handle multiple priorities



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