The Customer Success Manager reporting to the Customer Service
Manager focuses on assisting the Customer Service Manager in
ensuring customer satisfaction and happiness. The role emphasizes
proactive engagement problem resolution and supporting the
broader goals of the customer service team.
Responsibilities:
1. Support for Customer Service Manager
2. Proactive Customer Engagement
3. Customer Journey Oversight
4. Customer Advocacy
5. Retention & Relationship Building
6. Customer Success Metrics
Tasks and Activities:
Support for Customer Service Manager
Assist the Customer Service Manager in monitoring and improving customer service operations.
Provide insights and reports on customer feedback satisfaction metrics and areas for improvement.
Proactive Customer Engagement
Regularly connect with customers to gather feedback identify concerns and address potential issues before they escalate.
Support initiatives that enhance customer happiness and loyalty.
Customer Advocacy
Act as the voice of the customer within the organization sharing insights and feedback with internal teams.
Collaborate with the Customer Service Manager to implement solutions based on customer needs and preferences.
Retention & Relationship Building
Build strong relationships with customers to foster trust and longterm engagement.
Support the Customer Service Manager in implementing strategies to enhance customer retention.
Customer Success Metrics
Track and analyze metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to measure success.
Identify trends and develop strategies to improve customer outcomes based on these metrics.
Measurement Metrics
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer Health Score (CHS)
Requirements
Skills
Proficient in Chinese and English both verbal and written.
Communication Skills
Problem Solving & Analytical Skills
Requirements
A minimum of 3 years of experience in customer success field is required.
Experience with IT software will be an added advantage.
Benefits
Work From Home
Monday to Friday from 10:00AM 7:00PM.
Customer Success Manager
