Customer Success Manager

1 day ago

Ho Chi Minh City, Vietnam WORKNETICS GLOBAL Full time

**Customer Success Manager (CSM)**

**What We Are Looking For.**

WORKNETICS - We are, a software company that provides market intelligence and social media listening solutions to our international customers. We are looking for a Customer Success Manager (CSM).

**Job Responsibilities.**
- About the Job Responsibilities include but not limited to:

- Manage client's onboarding experience, project delivery and adoption across a range of relationships.
- Develop and maintain a strategic trusted advisor relationship with clients.
- Gain an understanding of typical business challenges faced by our customers to appropriately map use cases and features within the product suite of company.
- Create a network of skillful personnel through education, coaching and strong influencing skills.
- Monitor key performance metrics across assigned client portfolio to ensure satisfaction, adoption, consumption and ultimately renewal likelihood.
- Conduct strategic business reviews with assigned client portfolios to check in on the health and status of each account, the customer roadmap, and their level of satisfaction with product of company.
- Proactively identify issues that may impact a renewal and consult with internal resources to resolve potential issues.
- Work with the Account Managers to identify potential opportunities to up-sell/cross-sell from the assigned portfolio.
- Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap.

**What You Bring.**
- 3-year university degree or equivalent or above in one the following fields: Customer Relations/ Customer Relationship Management; Digital Marketing; Social Media Analytics, Competitive Intelligence, Business Intelligence, Account Management;
- 5-8 years of experience in Customer Success position or equivalent, enterprise solutions or data/startup customer-facing role at foreign enterprises that usually work with international clients;
- Have strong written and verbal English communication skills, and/or Spanish is preferable (We will be focusing on Spain Market);
- Outstanding writer and communicator with strong presentation skills;
- Proficient in customer care skills such as problem-solving skills; communication skills, using languages; negotiation and persuasion skills; psychological grasping skills; etc ;
- Positive attitude, competitive, confident personality with strongly developed persuasive skills and a customer-focused orientation;
- Proven track record of success in customer success and retention;
- Strong technical background.

**What We Offer.**
- A great onboarding during which you’ll receive expert training to help you master our suite of proprietary market intelligence and social listening tools
- Quarterly team-building events
- The opportunity to work in the world of social media and big data with an international team of passionate professionals
- Rapidly developing office, you will be a key part of the expansion

**Salary**: 50,000,000₫ - 70,000,000₫ per month

Ability to commute/relocate:

- Ho Chi Minh City: Reliably commute or planning to relocate before starting work (required)

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