客戶成功經理 Customer Success Manager

Customer Success Managers take ownership of Swingvy's customer relationships which we value above all else. The right candidate will be determined to achieve effective training and on-boarding as well as the highest possible satisfaction rates to ensure maximum product adoption across all accounts they manage. They will approach each relationship with a "partnership" mentality, and make sure customer needs are always met, and problems are always solved quickly.

• Monitor from start to finish to ensure successful account settings
• Take ownership of escalated technical issues and follow problems through to resolution
• Use customer data to uncover opportunities for new feature adoption and up-selling
• Identify churn risks and collaborate with relevant internal teams to remediate and ensure a successful renewal
• Act as the Swingvy advocate, providing constant feedback with internal teams to improve customer experience and product offerings
• Handle difficult and emotional customers
• Assess customer success statistics and prepare detailed reports on every finding
• Work cross-functionally to drive installation, deployment, training, technical check-ups, and escalation management
• Hold product demonstrations for customers when required

• Minimum 3 years and above experience in customer service/customer success/customer support
• Background in SaaS industry a plus
• Highly organised and able to multi-task
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Patient and active listener
• Mandarin-speaking (English is mandatory)
• Able to perform data analysis