C

Client Experience Manager

Location not available

3 months ago


Years of Experience

5 - 8 years

Employement Type

Not available

Seniority Type

Associate

Industry

E-Learning


Skills

Client ExperienceClient Expectations ManagementAccount ManagementCustomer SuccessStrategic ConsultingSalesforceCommunicaitons

Contact our TA to know more about the job

Wendy Yip

Talent Advocate at WhiteCrow

Description

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

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Wendy Yip

Talent Advocate at WhiteCrow

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