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
• Managing the customer support department’s day-to-day functions
• Implementing customer support processes to enhance customer satisfaction
• 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