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，漸強實驗室投資於科技與數據，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。漸強實驗室成立短短兩年多快速成長，從一個小團隊，快速擴張到 15 人，不僅被知名 AI 集團 iKala 集團投資，更在 2019 一月成為 Google Technology Partner，也是台灣唯一的官方的 Shopify meetup partner，在 2019 七月份拿到 Line Technical Partner 的資格。同時間服務的知名客戶涵蓋多個產業，包含：Skyscanner、中國信託、Unipapa、Vancanza、NET、Ikea、EZ訂、Niceday 等多個知名跨國企業。
目前漸強實驗室的主要產品是今年發表的 Messaging Analytics&Automation Cloud (MAAC)，
我們現在在找一位 Customer sucess manager ，你將會貢獻你的管理能力，與 sales and marketing team 合作，瞭解客戶的需求，onbaord 漸強實驗室的 solution，同時負責客戶續約留存的指標，在 SaaS 產品中很重要的角色。我們期待你是一個積極主動學習，善於溝通以及做事有細節的合作夥伴，同時，我們是也是一群對產品很有熱誠的團隊，期待你的加入。
The Customer Success Manager (CSM) position is responsible for the day to day management and health of assigned accounts to ensure onboarding, retention and renewal success. The CSM is responsible for the oversight of the client’s voice of customer program and maximizing the products, services, adoption, and value. The CSM is expected to liaise with key client stakeholders to understand the client’s business needs and challenges, drive adoption of MAAC products and services, address any account servicing activities or concerns, and share the latest products and services. This role will work closely with the Sales team to identify any upsell opportunities.
Things may include:
1) Customer Onboarding: New customer onboarding is the most important task for any customer success manager.
2) Account Escalations: Support or response to any alerts, red flags, poor health. It can also be directly from a customer reaching out for some issue or any critical or overdue customer support ticket. This ensures that you control the fire when it is small and manageable.
3) Renewals: Customer renewals are what keep the recurring revenue recurring.
4) Upsell Campaigns: Upsell, expansion and upgrades are the three core ways in which CSMs can drive their portfolio growth. It is also the best way to increase the lifetime value (LTV) value of your customer.
5) Periodic health checks
6) Customer Advocacy: Given that customer success managers are the customer relationship owners, it makes sense for CSMs to convert that relationship and value into real advocacy.
• 0~2 years’ experience in a client facing role utilizing Project Management skills • Ability to manage client relationships and engage with stakeholders at all levels of the organization in order to build and grow business relationship. • Ability to establish cooperation and collaboration among members of cross functional teams and organizations, internally and externally.