Customer Success Manager

Onclusive

8d • Hybrid

About The Position

We are looking for a Customer Success Manager to join our APAC team. As a talented, dedicated, and enthusiastic professional, you will play a key role in delivering a best-in-class customer experience, building strong client relationships, driving customer satisfaction, and ensuring our clients achieve maximum value from our solutions.

Requirements

• 2-3 years of experience in client support for enterprise solutions or data/startup customer-facing role
• Complete professional fluency in English is an essential requirement
• 2 or 3-year college degree or equivalent required
• Subject matter expertise in one of the following domains: Social Media Analytics, Digital Marketing, Competitive Intelligence, Knowledge Management, Business Intelligence, Account Management
• Outstanding writer and communicator with strong presentation skills
• Positive attitude, competitive, confident personality with strongly developed persuasive skills and a customer-focused orientation
• Proven track record of success in customer support and retention
• Strong technical background
• Proactive methods, unparalleled work ethic and hunger to learn

Nice To Haves

• Usage of AI tools and automation platform is a big plus

Responsibilities

• Manage platform’s implementation (setup, fine tuning)
• Develop and maintain a deep knowledge of the Onclusive Social solutions to be seen as the Technical expert.
• Gain an understanding of typical business challenges faced by our customers to appropriately map use cases and features within the Onclusive Social product suite.
• Platform troubleshooting and Q&A with the clients over emails/live chat or screen sharing tools
• Monitor key performance metrics across assigned client portfolios to ensure satisfaction, adoption, consumption and ultimately renewal likelihood.
• Support during kick off meetings and strategic business reviews with clients
• Proactively identify issues that may impact a project and consult with internal resources to resolve potential issues.
• Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap
• Animate functional trainings on the platform once you have mastered all aspects of the Onclusive Social platform

Benefits

• Competitive salary and benefits
• Hybrid working
• A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support
• Access to professional training platforms such as LinkedIn Learning and Coursera to support ongoing development.
• Virtual training sessions with external providers to ensure that we best match your learning needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree