This position, either Jr. or Sr. professional, is a combined role of customer service and key account relationship. Not required to travel, she or he is an integral part of Client Success Department, who are incentivized by retaining paid members’ satisfaction and identifying further opportunities.
When a prospect is identified, she or he will assist Client Success Executives/ Manager with membership registration, demos and trials. As soon as the prospect subscribes, this professional will begin to get involved in account set-up, training, technical support and troubleshooting.
In addition, she or he owns a number of key accounts to manage. Timely and comprehensively addressing their inquiries, concerns and even complaints, the professional uses phones, emails, Zoom and/ or any other online/ offline means at work or home to communicate and to maintain satisfactory relationships with the major clients. When identifying unmet needs, she or he can work with Client Success Manager to cross-sell or up-sell by offering a product fit to the clients.
She or he will also act as an assisting partner to the Manager with work responsibilities ranging from translating customer inquiries and their corresponding replies into FAQ’s in English or Chinese, to updating Help Center and Service Alerts in circulation, to performing online chat, to doing some other administrative work related to sales and ad-hoc assignments by the Manager.
Cross-functionally, this talent will work with Marketing on digital communications, market surveys and on-boarding, with Finance on ERP and PO management, and with PM on trial and subscription account set-up.
- Exceptional English and Chinese reading, writing, listening, and speaking ability. - Personalty: coachable, quick learning, curious, support, and cooperative - Prior work experience: being customer service, inside sales, telesales or sales assistant - Microsoft Office skills: working with Word, Excel, and PowerPoint is a must - Experience in Zendesk or Salesforce system is a plus - Basic knowledge of Intellectual Properties is a great plus - Additional language to English is a plus