Customer Success Manager
2 days ago
Job Description
· Serve as the primary contact point for customer needs and requirements.
· Provide onboarding support for new customers, helping them better understand and use the product to enhance satisfaction and retention.
· Demonstrate a proactive problem-solving mindset, addressing customer issues promptly and effectively.
· Build and maintain long-term customer relationships through regular follow-ups and communication, fostering customer loyalty.
· Collaborate closely with product development and sales teams to gather customer feedback, suggest product improvements, and continuously enhance products and services.
· Analyse customer usage data to identify renewal and expansion opportunities, drive value-added services, and promote product upgrades to maximize customer lifetime value.
Job Requirements
· 3 years of experience in customer success management or customer support within the SaaS, EdTech, or OA system industries.
· Bachelor's degree or above, with a preference for majors in marketing, business management, information technology, or related fields.
· Proven experience in customer success management for SaaS products, with a solid understanding of SaaS customer needs and service models.
· Proactive, resourceful, and able to manage multiple tasks in a fast-paced environment.
· Strong communication and interpersonal skills, with the ability to clearly explain concepts and solutions.
· Detail-oriented with excellent organizational skills to manage documentation and client interactions effectively.
· Proficiency in English and Mandarin, enabling effective communication and collaboration with staff at the China branch.
Tell employers what skills you have
Account Management
Customer Experience
Customer Support
Customerfacing
Interpersonal Skills
Customer Loyalty
Customer Relationships
Customer Success
Information Technology
Marketing
B2B
Advocate
SaaS
Presentation Skills
Customer Satisfaction
Product Development
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