Customer Support / Success Manager 客戶服務/成功經理

Crescendo Lab 漸強實驗室

工作內容

【 About the role 】

我們正在尋找一位對 LINE marketing solution 及 Mar-tech 有興趣的 Customer Support/Success Manager,你將會成為在第一線最了解客戶需求的角色,提供客戶完善的產品訓練、排解使用上的疑難雜症並啟用功能,同時負責客戶續約留存、升級加售的指標,更與內外部緊密合作,一步步打造客戶的商業成功,並經營長期穩定的關係。

我們期待你是一個積極主動學習,善於溝通以及做事有細節的夥伴,我們是一間 data-driven 及 product-driven 的公司,期待你的加入。

Customer Support/Success Managers (CSM) 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 and problems are solved effectively. 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, bring the latest product features as well as know-how to customers, and serve as a trusted advisor.

條件要求

【 Requirements 】

  • Relevant working experience ( customer service/customer success/customer support/account management/project management ) in a similar function for at least 1 year.
  • 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.

【 Nice to have 】

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

【 Interview Process 】* 不同 Position 會有所微調

1. Behavioral question
2. Take-home homework
3. On-site presentation and team member interview

遠端型態

完全遠端面試

疫情考量,目前採完全遠端面試,如疫情緩和則另行微調

部分遠端工作

目前全公司為遠端工作,如疫情緩和則可能另行微調

員工福利

法定項目

勞保、健保、特別休假、勞退、婚假

其他福利

◎ 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 
近捷運小巨蛋站步行8分鐘,上下班交通方便 
彈性上下班時間,可安排遠端上班 
開放式工作空間,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 or 補助3萬自己買 
每個月零食櫃更新,還有各式咖啡、茶,隨時補充能量 
定期公司聚餐,投票去吃大餐 
每週免費按摩,放鬆緊繃身體
每季Team Building活動,一起同樂去 


◎ 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) 

想了解更多漸強實驗室的企業文化,歡迎閱讀職涯部落格:https://reurl.cc/QLLDN2

 

薪資範圍

NT$ 40,000 - 80,000 (月薪)