【TW】Customer Success Lead 客戶成功經理主管

Crescendo Lab 漸強實驗室

最近更新於 2024-10-10

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工作內容

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

  • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
  • Identifies and creates solutions to address CS needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics such as Quantitative Success Plans, Time-to-Value, use case expansion, EBRs delivered, and gross/net retention
  • Work cross-departmentally to find solutions to complex scenarios and integration issues
  • Owns the customer relationship of a global or large scale enterprise account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders) including strategic roadmap discussions
  • Can develop and nurture relationships and adjust value and adoption messaging according to the levels and interests of customer stakeholders
  • Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers
  • Has proven ability to deeply understand customer health scoring and predictive risk management and is well versed in risk prevention and risk resolution
  • Continuously drives communication and customer advocacy into various departments to provide customer insights and ensure an orchestrated customer experience
  • Regularly publishes handbook updates describing our practice and our collaboration with other groups and improves/grooms existing content in-line with process and enablement improvements
  • Mentor and enable the team to exceed company growth and retention forecasts
  • Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals)
  • Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance
  • Identify and implement improvements to the processes and tools used
  • Partner with other team leaders to ensure the customer is supported in times of escalation

條件要求

Requirements

  • Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions for more than 5 years experience
  • Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
  • Advanced knowledge of software development lifecycle and development pipeline
  • Advanced project management experience & skills
  • High-performance ability to pitch and execute stage expansions, balancing business and technical and adjusting messaging to audience (technical / exec)
  • Skilled in bringing to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience
  • Extensive experience within a technical or account management area
  • Comfortable giving and receiving positive and constructive feedback
  • Proven experience leading teams, driving software adoption, and building and scaling customer success management practices
  • Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
  • Strong knowledge of Customer Success best practices, with experience in defining process and providing enablement programs to promote adoption in CS and across the company
  • Ability to collaborate across the organization and with external stakeholders
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Ability to connect technology with measurable business value
  • Proven experience leading teams, driving software adoption, and building and scaling customer success management practices

加分條件

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.

員工福利

法定項目

勞保、健保、特別休假、勞退、婚假、員工體檢

其他福利

  ◎ 安心保障 

  • 法定保障-勞保、健保、勞退提撥 

◎ 彈性工作環境 

  • 小巨蛋站步行 8分鐘,上下班交通方便 
  • 彈性上下班時間
  • 採混合辦公(hybrid) ,一週進辦兩天,以配合團隊會議為主
  • 開放式工作空間,你可以選擇在任何舒適的角落工作 

◎ 公司文化 

  • 年輕團隊,扁平組織,去官僚化的快速溝通 
  • 互相包容尊重、講求效率與信任 
  • 所有的意見都會被重視,一起學習成長 

◎ 福利制度 

  • 到職即享有無期限休假,只要工作能完成,連休沒有上限!(所有假別皆不扣薪) 
  • 公司提供高規的 MAC 筆電 
  • 每個月零食櫃更新,還有各式咖啡、茶,隨時補充能量  
  • 每週免費按摩,放鬆緊繃身體 
  • 定期舉辦Team Building活動,一起同樂去
  • 每年健檢、心理諮商及物理治療補助,員工眷屬享有優惠價

◎ 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

薪資範圍

NT$ 1,000,000 - 2,000,000 (年薪)