Customer Success Manager 客戶成功經理

Customer Success Managers take ownership of Crescendo Lab's close-long term customer relationships and the highest possible satisfaction which we value very much. As a CSM, you will collaborate with different functional teams to make sure customer needs are met. You are responsible for the day-to-day management to ensure customer onboarding, retention, renewal, and upsell success.

CSMs also need to understand customer business needs, maximize product adoption across all accounts, and bring the latest product features as well as know-how to customers. An ideal candidate for the role will become a trusted advisor and drive our customer's MRR and NDR metrics growth by achieving their business objectives.

Responsibilities

• Provide effective onboarding for new customers.
• Support customers when they have any issues or questions while using our products.
• Perform service delivery and first-line technical support for the product implementation.
• Build strong customer relationship management for all assigned accounts.
• Become an expert on our products and ensure customers are leveraging effectively and finding value in our products and services.
• Maintain a revenue base by renewal, which keeps the recurring revenue.
• Drive business growth by upselling, expansion, and upgrades. Increase the lifetime value (LTV) of our customers.
• Work closely with Sales, Marketing, Finance, Product, and Engineering teams to ensure an exceptional customer experience and take care of any customer issues.
• Collect and understand customer feedback and reporting requests to product and engineering teams.
• Develop with teams to continually improve the quality, effectiveness, and efficiency of our service processes.

Requirements

• Relevant working experience ( customer service/customer success/customer support/account management/project management ) in a similar function for at least 1 year.
  Knowledge in digital marketing and data analytics (e.g. LINE, Google Analytics, Facebook Ads, CRM, CDP, MA … etc.)
  Ability to manage customer relationships and engage with stakeholders at all levels of the organization in order to build and grow long-term business relationships.
  Ability to identify requirements before the customer does and respond quickly.
• Excellent communication skills and ability to convey effectively technical information to both technical and non-technical audiences.
  Fast learner, interested in Mar-tech, branding, marketing, and data.
  Self-motivated, responsible, and a team player.
  Working proficiency in English

Preferred Qualifications

• Experience in SaaS/Martech industry as customer support/success role 
• Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally. 
• Excellent multitasking and project management skills.

◎ 安心保障

• 法定保障-勞保、健保、勞退提撥
• 貼心保障-到職滿一年，即享有每年1萬元健康檢查補助

◎ 彈性工作環境

• 彈性上下班時間
• Remote work policy 

◎ 開放透明、成長型文化

• 開放的文化，重視所有員工的聲音
• 互相包容尊重、講求效率與信任
• 鼓勵學習、重視員工成長機會

◎ 其他福利制度

• 到職即享有無期限帶薪休假
• 公司提供高規的 MAC 筆電 or 補助3萬自己買
• 每個月零食櫃更新
• 每季公司聚餐
• 每季Team Building活動
• 每月最後一個星期五Happy Hour

◎ 進修機會

• 公司補助參加 Workshop 或進修課程，讓你學習到業界最新的知識
• 不定期的業界人士內部分享，讓你了解業界的的最新脈動 (之前請過北美 Google，矽谷工程來、大數據工程師來分享業界最新動態）
• 更多詳情請閱讀公司部落格：http://bit.ly/2JX3vnO