Customer Success Managers are responsible for the relationships between Super 8 and our contract clients, driving value realization and return on the client’s investment. Customer Success Managers are technology-savvy individuals who have experience with high value commercial clients and know technology’s value in driving strategic business processes. You will work directly with our clients to understand business and technical requirements, and feedback to product team to ensure our long term success.
Must have prior experience with Sales or customer success role in a "SaaS" company.
[ What you’ll do ]
Provide client relationship management for all assigned clients.
Be a trusted advisor to enable clients to apply our tools to achieve their business objectives.
Provide resources to answer clients' questions, identifying needs for account customization and further implementation where applicable.
Ensure that every client contract is renewed.
Assist clients to expand their usage and adoption of our platform.
Work closely with Sales Executive and consult with other team members (consulting/project management/engineering services/customer support) to be sure mutual objectives are met in support of client satisfaction.
Communicate consistently with clients throughout the contract lifecycle, escalating important issues where needed.
Maintain client contact and provide status updates for all outstanding issues.
Manage client expectations, keeping clients satisfied and expectations realistic.
Coordinate with customer support to ensure timely closure of quality issues.
Fully understand client requests, documenting and engaging appropriate resources.
[ What you need to succeed ]
Bachelor’s degree in business management or relevant field.
Passion for client success.
Demonstrated exceptional customer skills from previous employment.
Strong and proven track record of successfully managing client relationships and technical projects.
Excellent work ethic and leadership skills.
Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations.
Understanding of enterprise internet business, models and online processes, terminology, concepts and strategies.
Exceptional organizational, presentation, and communication skills, both verbal and written.
Demonstrated ability to deal with change and excel in high-stress situations.
[ Special Consideration Given For ]
Master’s degree or other advanced education.
Prior account management and/or project management experience.
Knowledge of and experience with digital marketing and growth hacking tools.
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