Client Experience Manager

Responsibilities:

In this role, you'll focus on the three R's of CXM'ing:

• Renewal: You’ll work in a regional pod, along with Sales Growth Partners toward shared renewal and revenue goals. Along with your team, you’ll create a regional strategy to ensure high renewal and expansion rates.
• Retention: You’ll create a success plan (to include metrics for success) for your clients from their initial trial period, through onboarding, on to training and user adoption until it’s time for renewal!
• Referral: You'll strive to ensure client happiness and make our clients natural advocates of our company by driving participation in our community, social forums, and client testimonial opportunities.

Requirements:

• 5+ years of meaningful experience in a customer success, client experience, account management or strategic consulting organization.
• Strong proficiency in both English & Mandarin will be essential as the role requires the individual to collaborate with both English & Mandarin speaking clients.
• SaaS education technology experience is preferred.
• Salesforce proficient.
• Knowledge of a Customer Success Platform, such as ChurnZero, is a major plus.
• Experience using Project Management tools (eg, Asana) preferred.
• An energy that is ignited through daily client engagement.
• A winning attitude which you use to drive outcomes.
• Amazing communication and consulting skills - the ability to collaborate with clients to uncover how they define success.
• Street cred - experience working with a high volume of tiered accounts across multiple regions internationally.
• Solid understanding of enterprise SaaS applications and collaboration technology.
• Excellent coaching, writing, discovery, and presentation skills.
• Comfortable and willing to be a hands-on contributor. #LI-Remote