Customer Support/Success Manager

【 About us 】

In Crescendo Lab, Our mission is to build simple and practical software and data solutions to transform enterprises to better communicate with their customers. 
MAAC ( Messaging Analytics & Automation Cloud ) is our main product let diverse enterprises, including EC, retails, brand to utilize LINE official account for advanced marketing, branding, loyalty program, O2O customer experience. With our technical solution, enterprises can easily track and know more about their customers' behavior and drive business success

【 About the role 】

Customer Support/Success Managers take ownership of Crescendo Lab's close-long term customer relationships and the highest possible satisfaction which we value very much.
As a CSM, you will collaboratively with different functional teams to make sure customer needs are met and problems are solved effectively. You are responsible for the day-to-day management to ensure customer onboarding, retention, renewal, and upsell success. CSMs also need to understand customer business needs, maximize product adoption across all accounts, and bring the latest product features as well as know-how to customers...over time served as a trusted advisor.

【 Responsibilities 】

• Provide effective onboarding for new customers.
• Support customers when they have any issues or questions while using our products.
• Perform service delivery and first-line technical support for the product implementation.
• Build strong customer relationship management for all assigned accounts.
• Become an expert on our products and ensure customers are leveraging effectively and finding value in our products and services.
• Maintain a revenue base by renewal, which keeps the recurring revenue.
• Drive business growth by upselling, expansion, and upgrades. Increase the lifetime value (LTV) of our customers.
• Work closely with Sales, Marketing, Finance, Product, and Engineering teams to ensure an exceptional customer experience and take care of any customer issues.
• Collect and understand customer feedback and reporting requests to product and engineering teams.
• Develop with teams to continually improve the quality, effectiveness, and efficiency of our service processes.

【 Requirements 】

Essential

• Relevant working experience ( customer service/customer success/customer support/account management/project management ) in a similar function for at least 1 year.
• Ability to identify requirements before the customer does and respond quickly.
• Excellent communication skills and ability to convey effectively technical information to both technical and non-technical audiences.
• Fast learner, interested in Mar-tech, branding, marketing, and data.
• Self-motivated, responsible, and a team player.

Nice to have

• Experience in SaaS/Mar-tech industry as customer support/success role
• Knowledge in digital marketing and data analytics (e.g. LINE, Google Analytics, Facebook Ads, CRM, CDP, MA … etc.)
• Ability to manage customer relationships and engage with stakeholders at all levels of the organization in order to build and grow long-term business relationships.
• Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally.
• Excellent multitasking and project management skills