客戶成功經理 Customer Success Manager

Swingvy. People matter.

工作內容

Customer Success Managers take ownership of Swingvy's customer relationships which we value above all else. The right candidate will be determined to achieve effective training and on-boarding as well as the highest possible satisfaction rates to ensure maximum product adoption across all accounts they manage. They will approach each relationship with a "partnership" mentality, and make sure customer needs are always met, and problems are always solved quickly.

  • Monitor from start to finish to ensure successful account settings
  • Managing the customer support department’s day-to-day functions
  • Implementing customer support processes to enhance customer satisfaction
  • Take ownership of escalated technical issues and follow problems through to resolution
  • Use customer data to uncover opportunities for new feature adoption and up-selling
  • Identify churn risks and collaborate with relevant internal teams to remediate and ensure a successful renewal
  • Act as the Swingvy advocate, providing constant feedback with internal teams to improve customer experience and product offerings
  • Handle difficult and emotional customers
  • Assess customer success statistics and prepare detailed reports on every finding
  • Work cross-functionally to drive installation, deployment, training, technical check-ups, and escalation management
  • Hold product demonstrations for customers when required

條件要求

  • Minimum 3 years and above experience in customer service/customer success/customer support
  • Background in SaaS industry a plus
  • Highly organised and able to multitask 
  • High computer literacy and ability to learn new software
  • Knowledge of customer success processes
  • Patient and active listener
  • Mandarin-speaking (English is mandatory)
  • Able to perform data analysis

遠端型態

部分遠端面試

員工福利

法定項目

勞保、健保、特別休假、勞退、婚假

其他福利

  • 彈性上下班時間,在這裡你會學到怎麼提升效率 Flexible work hours
  • 14 天年假,其他福利都優於勞基法,做人資的,不會少給 14 days of paid time off
  • 不扣薪生理假 + 病假 Paid sick leave and mentrual leave
  • 生日假,拿去慶祝 Birthday leave
  • 專業相關進修預算,你長的知識、你學的技能,你帶走 Training budget for you learners
  • 提供 Mac 筆電(我覺得用 Mac 超潮,你也應該試試) Macbook provided
  • 上班可以喝酒、聽歌。只喝好酒、只聽好歌 Booze and songs at work
  • 可能是亞洲最好相處、泛人資界最有趣的同事們 Voted "Best Coworkers" and "Funnest in HR Business" by an anonymous source
  • 一起打拚的無價收穫 Guaranteed EXTREMELY rewarding 0 to 1 experience

薪資範圍

面議(經常性薪資達4萬元)