Customer Success Manager
Work Location: Hung Yen
Job type: Full-Time
Posted: 19-07-2024
Salary: 40,000,000 VND / Monthly
Email: nhu.nguyen@40hrs.vn
Job Description
Role Purpose
A Customer Success Manager seeks to develop a positive customer experience and fosters relationships and supports brand loyalty. They work alongside upper management to promote retention of customers and overall positive experience with the brand. Additionally, a Customer Success Manager is also well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot. They work closely with other departments and analyze data involving customer reviews and experience with products or services.
o Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
o Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
o Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
o Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings. o Maintain existing customer-success metrics and data as directed.
Principal Accountabilities and Key Activities
• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement.
• Work with sales and marketing teams to boost customer referrals and develop case studies.
• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain existing customer-success metrics and data as directed.
Job Requirements
Essential:
o 3-5 years of experience in customer service or customer success position strongly preferred.
o Experience working in fashion and apparel industry and/or supply chain software solution company and promoting value through customer experience.
o Exceptional ability to communicate and foster positive business relationships.
o Technical skills required, as this role is required to communicate effectively to existing technical users of the software product and service to be sold or supported.
o Accountability and personal organization are essential.
o Ability to establish milestones and keep all team members on task.
o Experience analyzing and optimizing the existing processes in the Customer Success department.
o Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
o Three to five years of experience in communications, marketing, sales and account management, or customer success.
o Strong skills in verbal and written communications, strategic planning, and project management.
o Analytical and process-oriented mindset.
o Ability to work effectively across multiple departments in a deadline-driven environment.
o Active team player, self-starter, and multitasker who can quickly adjust priorities.
Desirable
o Experience working in both the fashion and apparel industry and supply chain software solution company and promoting value through customer experience.
o At least 3–5 years of technical experience is required, as this role requires communicate effectively to existing technical users of the software product and service to be sold or supported.
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