Customer Success Managers take ownership of Swingvy's customer relationships which we value above all else. The right candidate will be determined to achieve effective training and on-boarding as well as the highest possible satisfaction rates to ensure maximum product adoption across all accounts they manage. They will approach each relationship with a "partnership" mentality, and make sure customer needs are always met, and problems are always solved quickly.
- Monitor from start to finish to ensure successful account settings
- Managing the customer support department’s day-to-day functions
- Implementing customer support processes to enhance customer satisfaction
- Take ownership of escalated technical issues and follow problems through to resolution
- Use customer data to uncover opportunities for new feature adoption and up-selling
- Identify churn risks and collaborate with relevant internal teams to remediate and ensure a successful renewal
- Act as the Swingvy advocate, providing constant feedback with internal teams to improve customer experience and product offerings
- Handle difficult and emotional customers
- Assess customer success statistics and prepare detailed reports on every finding
- Work cross-functionally to drive installation, deployment, training, technical check-ups, and escalation management
- Hold product demonstrations for customers when required
Requirements
- Minimum 3 years and above experience in customer service/customer success/customer support
- Background in SaaS industry a plus
- Highly organised and able to multi-task
- High computer literacy and ability to learn new software
- Knowledge of customer success processes
- Patient and active listener
- Mandarin-speaking (English is mandatory)
- Able to perform data analysis