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Customer Success Manager
Công ty Cổ phần Đầu tư và Công nghệ VELA
Mô tả công việc
Given our business model, where our customers pay us over time, Customer Success Manager is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Responsibilities
- Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Expand our revenue in accounts through cross-sell and up-sell
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Customer Lifecycle
- Map customer journey
- Develop listening points in journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in industry
- Manage Customer Success Activities
- Onboarding
- Training
- Professional Services
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
- Measure Effectiveness of Customer Success
- Define operational metrics for team
- Establish system for tracking metrics
- Create cadence for review within team
- Expose subset of metrics to executive team, company and board
- Lead World-class Customer Success Team
- Recruit experienced leaders for each functional role
- Attract high potential individual contributors into team
- Create rapid onboarding process for new team members
- Foster collaboration within team and across customer lifecycle
- Encourage continuous learning within team
- Enhance Effectiveness and Efficiency Through Technology
- Support systems
- Customer marketing software
- Reference and advocacy solutions
- Customer Success Management platform
- Inspire Customer Success Across Company
- Create company-wide culture of Customer Success
- Align with Marketing around marketing to existing clients
- Align with Product around driving product roadmap
- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
- Align with Finance around measurement and forecasting
- Align with Executive Team around key metrics and objectives
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop
Requirements
- 5+ years experience in leading customer-facing organizations
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Relevant Bachelor's degree; preference for computer science or related degrees
Why You'll Love Working at VelaCorp?
- Super vibrant startup environment with a talented and very motivated team.
- Opportunity to learn from smart managers with vast experience in e-commerce, product development, data management, and technical engineering.
- Make a great impact for millions of e-commerce businesses.
- Competitive salary package with grow up opportunities at startup speed.
- Up to 15 days off per year.
- Work remote from home flexible.
- 2 performance reviews per year.
- Team building monthly, company trip every year,13th Salary, Performance Bonus.
- On-the-job training and coaching with smart and friendly experts.
- Union and other activities every month (8/3, 20/10, Mid-Autumn, Year-End Party, v.v...)
- Free tea, coffee, snacks for member every day.
- Free Parking fee every month.
Connect to VelaCorp
- LinkedIn: [protected info]
- Fanpage: [protected info]
- Hotline: [protected info] (Ms. Hòa)
BE VELAER - BE COOL - BE WINNER
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Vị trí Customer Success Manager do công ty Công ty Cổ phần Đầu tư và Công nghệ VELA tuyển dụng tại Hà Nội, Joboko tự động tổng hợp mức lương Thỏa Thuận, tìm thêm việc làm về Customer Success Manager hoặc công ty Công ty Cổ phần Đầu tư và Công nghệ VELA ở các link phía trên
Giới thiệu công ty
Công ty Cổ phần Đầu tư và Công nghệ VELA
Địa chỉ: Trụ sở chính: Số 183 Nguyễn Thị Nhung KDT Vạn Phúc , Phường Hiệp Bình Phước, Thành phố Thủ Đức, HCM
Quy mô: Từ 501 - 1000 nhân viên