Customer Support/Success Manager

Updated 3 months agoSales » Customer Success Manager
漸強實驗室 Crescendo Lab Ltd. work environment photo漸強實驗室 Crescendo Lab Ltd. work environment photo漸強實驗室 Crescendo Lab Ltd. work environment photo漸強實驗室 Crescendo Lab Ltd. work environment photo漸強實驗室 Crescendo Lab Ltd. work environment photo漸強實驗室 Crescendo Lab Ltd. work environment photo

Job Description

【 About us 】

In Crescendo Lab, Our mission is to build simple and practical software and data solutions to transform enterprises to better communicate with their customers. 
MAAC ( Messaging Analytics & Automation Cloud ) is our main product let diverse enterprises, including EC, retails, brand to utilize LINE official account for advanced marketing, branding, loyalty program, O2O customer experience. With our technical solution, enterprises can easily track and know more about their customers' behavior and drive business success

      【 About the role 】

      Customer Support/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 collaboratively with different functional teams to make sure customer needs are met and problems are solved effectively. 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...over time served as a trusted advisor.

      【 Responsibilities 】

      • Provide effective onboarding for new customers.
      • Support customers when they have any issues or questions while using our products.
      • Perform service delivery and first-line technical support for the product implementation.
      • Build strong customer relationship management for all assigned accounts.
      • Become an expert on our products and ensure customers are leveraging effectively and finding value in our products and services.
      • Maintain a revenue base by renewal, which keeps the recurring revenue.
      • Drive business growth by upselling, expansion, and upgrades. Increase the lifetime value (LTV) of our customers.
      • Work closely with Sales, Marketing, Finance, Product, and Engineering teams to ensure an exceptional customer experience and take care of any customer issues.
      • Collect and understand customer feedback and reporting requests to product and engineering teams.
      • Develop with teams to continually improve the quality, effectiveness, and efficiency of our service processes.

      Requirements

      【 Requirements 】

      Essential

      • Relevant working experience ( customer service/customer success/customer support/account management/project management ) in a similar function for at least 1 year.
      • Ability to identify requirements before the customer does and respond quickly.
      • Excellent communication skills and ability to convey effectively technical information to both technical and non-technical audiences.
      • Fast learner, interested in Mar-tech, branding, marketing, and data.
      • Self-motivated, responsible, and a team player.

      Nice to have

      • Experience in SaaS/Mar-tech industry as customer support/success role
      • Knowledge in digital marketing and data analytics (e.g. LINE, Google Analytics, Facebook Ads, CRM, CDP, MA … etc.)
      • Ability to manage customer relationships and engage with stakeholders at all levels of the organization in order to build and grow long-term business relationships.
      • Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally.
      • Excellent multitasking and project management skills

      Personal Invitation Link

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      漸強實驗室 Crescendo Lab Ltd.

      台北市大安區敦化南路二段 2 號 6 樓

      About us

      漸強實驗室(Crescendo Lab Ltd.)投資於科技與數據,相信科技與數據能提升廣告和訊息推播的效率,也相信以 Data 為中心的 Martech (Marketing Technology) 是最近十年來最蓬勃的數位廣告科技趨勢。

      漸強實驗室的產品是建立在通訊平台上產生的廣告數據應用。主要產品是2019年發表的 Messaging Analytics & Automation Cloud(MAAC), 結合數位廣告(Programmatic Ads)與訊息串接技術(Messaging API),發揮社交通訊軟體最大的商業效益。透過在LINE官方帳號的數據追蹤與行銷自動化技術,協助超過250間品牌客戶活用數據,極大化營運成效

      我們服務的客戶來自電子商務、零售、媒體、金融等不同產業,包含H&M、GAP、Ikea、Skyscanner、樂天市場、黛安芬、東森購物、天下雜誌等數百間國內外知名企業。透過使用我們的服務,客戶不需要自建技術團隊,就可以使用蒐集到的數據了解用戶畫像、分析客戶資訊、以及制訂專屬的訊息行銷解決方案。

      漸強實驗室從2017年成立以來迅速成長,不僅被知名 AI 集團 iKala 愛卡拉投資,更在 2019 一月成為 Google Technology Partner,也是台灣唯一的官方的 Shopify meetup partner,並在 2019 七月份拿到 LINE Technical Partner 以及 91APP 策略合作夥伴的資格。同時,我們也積極推展海外業務,目前和日本軟銀旗下的Treasure Data合作前進日本,也已開始拓展泰國業務。

      隨著業務的拓展,我們也積極打造國際化的團隊及工作氛圍。我們深信人才是軟體公司最重要的資產和價值,並謹慎對待每一次的招募,希望可以從知識技能、文化適合、人格特質、職涯發展等方面多了解你。這也是讓面試者了解我們的機會。如果你認同我們的理念,歡迎來跟我們聊聊!

      Team

      Jin Hsueh
      Stacey
      Default avatar
      Catherine Wu
      Shenju Huang

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