As a Customer Operations Manager of the CS team, you will be responsible for initiatives and work with relevant stakeholders to deliver value and enhance our advanced features onboarding management and process. Active engagement and assistance in client’s onboarding cycle, and other related process optimization activities, and cross-team, and cross-partners collaboration activities are also expected.

Your main contributions are maintaining an outstanding advanced feature onboarding timeline, optimizing process/SOP/internal automation projects in order to fulfill clients’ requirements, and help organizations remain high efficiency.

Responsibilities

• Be the Go-to person in project managing advanced feature onboarding for customers
• Understand client’s ideal scenarios and business impact for using our product, provide professional strategy and guide
• Track and drive timely execution of detailed tasks. Projects are typically cross borders, cross-functional and may include implementations and/or process redesign
• Identify/Track risks and issues, and work with relevant stakeholders to drive issue solution
• Report progress of project status to leadership team on regular basis
• Raise early warning flags and escalate issues to leadership team on a timely basis
• Document all aspects of the projects
• Identify, prioritize and deliver process optimizations for CS
• Lead cross-functional team to improve CS processes by understanding current processes and propose standardization and/or re-engineering initiatives, taking end-to-end in mind on improving CS productivity, and operational excellence, and improve customer/ stakeholder satisfaction
• Take ownership of ongoing continuous measurement and monitoring processes working with functional owner

Requirements

• Relevant working experience ( customer service/customer success/customer support/account management/project management ) in a similar function for at least 1 year
• Excellent communication skills, and strong project management skills
• Ability to identify constraints, prioritize tasks and work through problems.
• Strategic thinking, analytical and result oriented
• Able and willing to adapt to a dynamic environment and have a strong sense of service
• Be proactive, responsible, goal oriented and have a strong desire for clarity & knowledge
• Ability to identify client’s needs before the client does and respond quickly
• Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally.
• Excellent communication skills and ability to convey effectively technical information to both technical and non-technical audiences.
• Team player who is fast learner, able to perform under pressure, multi-task, be self-motivated, and work independently
• Good command of English

Preferred Qualifications

• Interested in Martech, digital marketing, and data-related industry and willing to dive in and learn
• Knowledge in digital marketing and data analytics (e.g. LINE, Google Analytics, Facebook Ads, CRM, CDP, MA … etc.)
• Have a Startup mindset, and can quickly adapt to the challenges
• Experience build Process/SOP/Guideline…from 0-1

Please submit your application via this link: https://cresclab.teamdoor.io/s/6s96hYfx

Thank you!