Customer Success Manager 客戶成功經理 | Taipei

【Job Responsibilities】

You will have the opportunity to quickly develop a range of skills in this role:

● Leadership:
○ Build, lead, and train customer success & operations team in Taiwan while
participating in implementation; assist in hiring & managing speech therapists
○ Coordinate with other teams in the company to drive new initiatives and
product launches; reflect customer needs to rest of company

● Operations:
○ Coordinate speech language pathologist team to provide remote communication therapy support services, including: delegating workload, scheduling online consultations, updating treatment plans, overseeing creation of language evaluation reports
○ Continuously optimize processes and implement new tools to support scale

● Client Support:
○ Regularly communicate with parents and provide service support
○ Oversee and optimize existing processes and team to increase service quality and efficiency

● Project Management:
○ Serve as on-the-ground contact for academic research cooperation
○ Support organizational customers and pilots (may involve short travel as needed)

● Inbound Sales (as needed): Consultative selling to inquiring families, including online chat and calls; track & optimize sales process

● Marketing Operations (as needed): Collect user feedback and develop online / social marketing campaigns and activities to increase leads & engagement, including user story content collection and creation, recommend and coordinate managing online community

【Must Haves】
●Bachelors Degree or above
●5+ years of relevant professional experience, with exposure to startups
●Cross-disciplinary background in business operations or project management, preferably in one of the following fields: medical, nursing, education, psychology, health management
●Strong logical problem-solving: when you encounter a problem, you proactively look for solutions or create a plan to find a solution
●Hunger to teach yourself & to constantly improve: you like to learn new things and then teach others, rather than wait to be taught; you always think of ways to do things better
●Excellent interpersonal & professional communication skills (Chinese and English): you will interact with a broad range of ages, cultures, and professional positions (from interns to CEOs)
●Can adapt quickly to a fast-changing environment: learn new tools on your own, courage to be stretched professionally, fast learner and good listener
●Goal-oriented and self-managing: can plan tasks and manage yourself, especially your time, to achieve goals without requiring step-by-step instructions and constant oversight
●Comfortable with ambiguity: you can move forward when faced with uncertainty; in fact, you like bringing order to uncertain situations
●Management experience: you will be building and leading a new team
●Humility and good sense of Humor: especially critical for a remote team

【Good to Have】
●Related experience with disadvantaged families or developmentally delayed children
●Consultative selling or customer support experience
●Digital marketing and online community building experience.
●Project or team management experience
●Previous professional or personal experience in mainland China

【Compensation】
Base salary + flexibility to work from home, stock options, generous time-off, and bonus depending on team performance！

【Location】
The candidate will mainly work with the operations team and therapists team in our Taipei office, but will have chance to interact with other teammates who are distributed across the US, Taiwan, and mainland China.