工作內容
This role will focus the team's efforts on connecting with clients to drive retention, renewals, customer satisfaction, and growth. You will lead a team of first-line CSM to support our customers to achieve the business outcomes they expected to receive from OakMega.
What you'll do:
- Leadership and Strategy
- Develop a strategic roadmap for the CS team aligned with overall business objectives. Establish targets and performance metrics to effectively measure customer experience and deliver insights for continuous improvement.
- Develop and deploy Customer Success led programs to drive customer adoption and retention and minimize churn and down-sell across the customer base.
- Create strategic presentations for executive reviews, offering actionable insights and recommendations.
- Customer Relationship Management
- Oversee the entire customer journey (Onboarding & training, requirement gathering, delivery, QBRs), and identifying upselling or cross-selling opportunities within existing client accounts.
- Design, implement, and manage customer service policies and procedures to facilitate a quality customer experience.
- Optimize customer experience through roles and responsibilities identification, process improvements, and QBR quality enhancements.
- Team Development & Management
- Lead and manage CS team of about 3-4 CSMs to successfully achieve quarterly goals.
- Recruit, train, and coach team members, providing CS training materials, workshops, regular and 1 on 1 meetings to drive performance and skill growth.
- Foster a culture of continuous improvement and exceptional customer service.
- Maintain CRM data integrity, analyze for insights, and drive the team toward targets with rigorous pipeline tracking.
條件要求
Qualifications
- Minimum of 3 years of relevant experience in customer/ partner success, business consulting (preferably within a software or technology-driven industry), with 1+ year of experience in team management.
- Profound understanding of B2B SaaS Customer Success Management role.
- Analytical mindset and demonstrated capability to have worked on analytical or digital transformation projects
- Strong influencing skills and the ability to build lasting relationships across multiple layers of the organization.
- Excellent verbal and written communication ability to convey complex information in a clear and understandable manner.
- Proficiency in engaging at the senior executive level is a necessity.
加分條件
Preferred Qualifications
- Experience in conversational business marketing.
- Experience in advertising, media, and the creative industry.
- Experience in marketing, sales, or customer management in the B2B SaaS industry.
- Experience in software applications across multiple industries.
- Proficiency in operating CRM systems with experience in scenario applications.
薪資範圍
NT$ 960,000 - 1,800,000 (年薪)
