Customer Success Manager
1 week ago
Our client is a technology firm, presently looking to recruit a Customer Success Manager to lead the engineering team and bring the company to the next level and also lead our customer support team in Japan and Vietnam. As part of the customer support team located in Japan, this role will require Japanese language proficiency and will be fully remote at the moment. The incumbent will be part of the product team and will frequently communicate with overseas entities.
【 What you will be doing】
- Establish the structure of the global customer support team, delegation of tasks and team management
- Build Customer Success Plans and establish essential goals to aid the customer and drive usage of the platform
- Preparation of manuals related to customer support (e.g. internal manuals, user manuals) in multiple languages
- Statistical/analytical tasks (3C analysis, customer journey analysis, user behaviour analysis, transaction analysis, etc.)
- Periodic monitoring of CS activities, daily reports, and SNS management
- Identify opportunities for improvement within the customer base and internally and propose improvement methods
- Support other departments when required
- ** Requirement**:
【 What they are looking for 】
- Experience in leading customer support functions as well as experience in similar industries.
- Strong leadership capabilities
- Strong attention to detail and willingness to take on new challenges
- Business level English and Japanese language skills (JLPT N2 and above) in speaking/writing/listening are essential in order to communicate with the customer support team in Japan
- Ability to analyze in excel and google sheets (At minimum, ability to handle SUM function, IF function, and COUNT series function
- Knowledge of SQL
- ** Working Hour**: 8:00 ~ 17:00
- ** Benefit**:
【 What they are offering 】
- Annual Leave: 14 days (Maximum upto 20 days)
- Medical Leave: 14 days
- Medical Insurance
- Flexi
- dollars (Staff Welfare): 200 SGD
- Flexible work arrangements
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