Customer Support/Success Manager

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Job updated 거의 2년 ago

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

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    40,000 ~ 70,000 THB / month
    Optional Remote Work
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    About us

    漸強實驗室成立於 2017 年,致力於開發與應用 MarTech 行銷科技,相信科技與數據能放大對話價值,幫助企業與品牌數位轉型與精準行銷,創造美好顧客體驗。漸強投資於科技與數據,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。

    我們結合 AI 與行銷自動化等應用,開發兩大產品:

    • 全方位行銷平台 MAAC(Messaging Analytics Automation Cloud)
    • 對話式互動平台 CAAC(Conversation Analytics Automation Cloud)

    漸強深耕 LINE 官方帳號,獲 LINE 官方帳號唯一金級技術夥伴認證,並擴及 SMS 簡訊等多渠道,提供行銷、客服、銷售三大面向解決方案。
    我們也跨足台灣、日本、泰國市場,旗下客戶橫跨電商、零售、媒體、汽車、醫藥、餐飲、金融、政府等多元產業,至今服務超過 500 間品牌,包括 IKEA、樂天市場、PChome、星巴克、H&M、GAP 等。

    Crescendo Lab was established in 2017 with a commitment to developing and applying MarTech marketing technology. We believe in amplifying the value of conversations through the use of technology and data, helping businesses and brands undergo digital transformation and precision marketing to create exceptional customer experiences.Crescendo Lab Ltd. is a technology and data-driven company dedicated to enhancing the efficiency of advertising and message dissemination. We believe that data-driven marketing technology(Martech) is the most vibrant digital advertising technology trend in the last decade.We integrate AI and marketing automation to create two flagship products:Messaging Analytics Automation Cloud (MAAC) - a comprehensive marketing platform.
    Conversation Analytics Automation Cloud (CAAC) - an interactive platform for dialogues.Crescendo Lab specializes in LINE Official Accounts, holding the only Gold-level certification as LINE's exclusive tech and solution partner. Our reach extends to multiple channels, including SMS, offering solutions in marketing, customer service, and sales.We have a presence in diverse markets such as Taiwan, Japan, and Thailand, serving over 500 brands across various industries, including e-commerce, retail, media, automotive, pharmaceuticals, food and beverage, finance, and government. Our clientele includes renowned brands such as IKEA, Rakuten, PChome, Starbucks, H&M, and GAP.


    Team

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    CEO&Co-founder
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    Backend Team Lead
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    Customer Success Manager
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    People Generalist
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    Sr. Product Designer
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