【TW】Customer Success Lead 客戶成功經理主管

薪資範圍:NT$ 1,000,000 - 2,000,000 (年薪)

Requirements Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions for more than 5 years experience Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions Advanced knowledge of software development lifecycle and development pipeline Advanced project management experience & skills High-performance ability to pitch and execute stage expansions, balancing business and technical and adjusting messaging to audience (technical / exec) Skilled in bringing to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience Extensive experience within a technical or account management area Comfortable giving and receiving positive and constructive feedback Proven experience leading teams, driving software adoption, and building and scaling customer success management practices Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning Strong knowledge of Customer Success best practices, with experience in defining process and providing enablement programs to promote adoption in CS and across the company Ability to collaborate across the organization and with external stakeholders Holds strong operational skills that will drive organizational efficiencies and customer satisfaction Ability to connect technology with measurable business value Proven experience leading teams, driving software adoption, and building and scaling customer success management practices Customer Success Managers 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. 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, and bring the latest product features as well as know-how to customers. An ideal candidate for the role will become a trusted advisor and drive our customer's MRR and NDR metrics growth by achieving their business objectives. Responsibilities Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services Identifies and creates solutions to address CS needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics such as Quantitative Success Plans, Time-to-Value, use case expansion, EBRs delivered, and gross/net retention Work cross-departmentally to find solutions to complex scenarios and integration issues Owns the customer relationship of a global or large scale enterprise account and actively manages the stakeholder relationship at all levels (i.e., executive, management, technical leaders) including strategic roadmap discussions Can develop and nurture relationships and adjust value and adoption messaging according to the levels and interests of customer stakeholders Demonstrate leadership in new feature and technology adoption and teaching by providing regular enablement and solution overview sessions and documentation for customers Has proven ability to deeply understand customer health scoring and predictive risk management and is well versed in risk prevention and risk resolution Continuously drives communication and customer advocacy into various departments to provide customer insights and ensure an orchestrated customer experience Regularly publishes handbook updates describing our practice and our collaboration with other groups and improves/grooms existing content in-line with process and enablement improvements Mentor and enable the team to exceed company growth and retention forecasts Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals) Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance Identify and implement improvements to the processes and tools used Partner with other team leaders to ensure the customer is supported in times of escalation

公司地址:

台灣臺北市

其他:

Preferred Qualifications Experience in SaaS/Martech industry as customer support/success role Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally. Excellent multitasking and project management skills. -2024-09-17

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