Customer Success Manager (IT & Ecommerce)
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Mô tả công việc
Why We Are Looking For You
At Seal Commerce, Customer Success is the main culture and the key metrics. With the customer success-oriented approach in mind, The Customer Success/Support manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies and feed into the product roadmap. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.
What You’ll Do
• Planning, and measure KPIs for Customer Success team then scale up your team success through the report on Customer Satisfaction
• Organize and manage the internal-team training activities (Expertise, Skills, Mindset)
• Involve in product design and product development: Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Analyze customer data to improve the customer experience: Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Improve customer onboarding processes
• Manage risk: Quickly reaction to solve the urgent support tickets submitted by customers
• The customers are mainly from US and Eu (different time zone), so the CS Manager should be always ready for the emergent cases which can be frequently occurred during the evenings, nights, or weekend
• Be willing to 1-1 support in case of an emergency or working with important customers.
• Encourage customers to purchase more by offering other products of the company that solve their problems (upsells & cross-sells)
Yêu cầu ứng viên
•. 2+ years experience on leading a team with 10+ people.
• 4+ years global experience in studying/ professional working.
• Proven track record of working in a customer-facing role.
• Have, or be willing to learn, basic technical skills in programming & computer science to confidently discuss technical terms.
Skills and Qualifications
• Bachelor’s Degree in one of the business-related fields as Communications, Marketing, Sales, Business Management, etc.
• GRADUATED AT FTU IS A PLUS POINT.
• Strong skills in Planning, KPIs Measurement & Report, Performance Measurement & Improvement suggestions by reporting skills.
• Leadership skill is a must: you should demonstrate leadership qualities
• Ability to work well under pressure and meet tight deadlines, or deal with customer issues despite different time-zones sometimes.
• A high level of accuracy and attention to detail is required
• Comfort in a startup environment as we move quickly and wear many hats in a dynamic environment.
• Knowledge of Key SaaS Metrics is a plus (CAC, LTV, MRR, Churn etc.)
Quyền lợi được hưởng
Compensation & Benefits Package:
•. Learn global product-thinking and customer-centric thinking mindset
• Salary range: $1000-$1500 net
• Clear vision of your career progress: performance review with potential for raise every 6 months
• 13-month salary bonus
• Spa treatment weekly
• Health insurance for team members
• Days off: Public holidays, and on top of that, 12 paid days off a year, with possibility for more depending on performance level
• You are encouraged to have a life outside of work: Regular team building activities, tickets to conferences, sporty activities, etc.
•. Opportunities to boost your career to a higher level: influence our dynamic team, delight thousands of users and experts from all different countries, and work across all parts of the SEAL Commerce’s divisions.
•. Comfortable working environment with cool toys: treadmills, napping room, massage room, etc.
• Collaborative and supportive environment
• Young and passionate colleague, peer-to-peer mentoring
• Tea-break within working hours, free coffee, tea, snacks, parking fee
• Professional and creative office view
• Learn and experience the most leading-edge technologies through different projects, grow and be challenged, put yourself where you can succeed, develop new skills and do new things.
• The candidate can also pitch the ability to have an impact on multiple parts of the business and grow with us.
• Opportunity to become the highest level member in the organization. Learn and grow with the team
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Hotline CSKH: (024) 7107 9799
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