Martech新創 - Head of Customer Success - LT

Job updated 3 days ago

Job Description

帶領團隊建立穩固的客戶關係,提升客戶留存率、續約率、滿意度及業務成長。領導3-4人一線客戶成功團隊,協助客戶實現預期的目標。

領導力與策略規劃

  • 制定客戶成功團隊策略藍圖,確保與公司整體目標一致,建立績效指標以有效衡量客戶體驗並持續優化
  • 規劃與執行客戶成功計畫,提升客戶採用率與留存率,降低客戶流失風險
  • 製作策略報告與執行檢討,提供具體建議與改善方案

客戶關係管理

  • 全程監督客戶歷程(包含入門培訓、需求收集、服務交付、季度業務檢討),並發掘現有客戶的追加銷售機會
  • 設計並執行客戶服務政策與流程,確保優質的客戶體驗
  • 透過角色定位、流程改善及品質提升,優化整體客戶體驗

團隊發展與管理

  • 帶領3-4人的客戶成功團隊達成季度目標
  • 負責團隊招募、培訓與指導,提供完整的教育訓練資源,定期進行一對一會議,促進團隊績效與技能成長
  • 建立持續改進與卓越服務的團隊文化
  • 維護客戶關係管理系統資料完整性,進行數據分析,並透過嚴謹的案件追蹤推動團隊達成目標

Requirements

  • 具備3+年客戶、合作夥伴成功管理或商業顧問經驗(軟體或科技產業尤佳),其中需包含1年以上團隊管理經驗
  • 深入理解B2B SaaS產業的客戶成功管理職能
  • 具備分析思維,曾參與數據分析或數位轉型專案者優先
  • 優異的影響力與溝通能力,能在組織各層級建立長期夥伴關係
  • 出色的口語及書面表達能力,能清晰傳達複雜資訊
  • 具備與企業高層主管互動的專業能力


Interview process

  • 1st Round: CEO / Online interview
  • 2nd Round: Presentation
  • 3rd Round: Peer / Onsite interview
  • 4th Round: CEO /Onsite interview

    如有興趣了解更多JD細節,歡迎直接來信詢問~
    Email: [email protected]
1
5 years of experience required
1,000,000 ~ 1,800,000 TWD / year
Managing 1-5 staff
Partial Remote Work
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Cake Recruitment Consulting - Executive Search, Contracting, EoR/Payroll

We offer a full range of services, including Executive Search, Contracting, and EoR/Payroll, to meet all your recruitment needs.

Our Special Advantages and Differentiation:

  • Professional Recruiter + Direct Sourcing - All consultants have industry experience. In addition to providing accurate talent search. E.g Identify relevant client’s competitors, and engage in comprehensive talent acquisition, building long-term relationships with candidates, and providing market information to clients.
  • CakeResume AI + Martech Recruitment - By leveraging digital Martech technology and employer branding, the recruitment process is optimized. Through a database of millions of potential candidates who would not normally appear, the number of candidates reached is increased and speeds up the sourcing process to fill the talent gap.

About Cake Recruitment Consulting
Cake is the Leading Asia talent platform. With over millions+ active resumes in our database and still it is increasing every day.

Currently more than 7,000+ clients are using our recruitment services.


Team

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Sr. Consultant
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Consultant
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Associate Consultant