Customer Success Lead
薪資範圍:NT$ 960,000 - 1,800,000 (年薪)
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. 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.公司地址:
台北市中正區羅斯福路三段 300 號 8 樓其他:
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. -2025-01-14