上海招聘

Customer Success Manager/客户成功经理


职责描述：
1、运行平台培训，可以咨询合同、财务、广告跟踪和报告。
2、为每个客户制定客户参与计划，定义客户想要的业务成果、用于实现目标的工具、概述接触点、客户的高管参与程度等，从而得出客户参与度分数以及如何根据通过发现确定的客户 KPI 和目标衡量成功的地图。
3、参与并衡量客户的高管外展活动，展示平台的价值并展示该领域的思想领导力。
4、建立和制定合作伙伴增长计划，重点是增加客户的合作伙伴类型，并增加每种类型的有效合作伙伴的数量
5、利用标准化的业务审查流程来强化平台价值主张，确保客户期望的业务成果按部就班地实现，并展示平台价值主张以及潜在的增长机会；可能包括客户的执行发起人。
6、验证和审查 PPV（正预测值）进度报告，以确保客户期望的结果在正轨上，并及时发现升级客户合同的机会。
7、为客户执行定期流失风险分析，以确定进一步与客户互动的机会并展示平台的价值主张。
8、帮助促进所有更新和扩展机会。
9、在经理的监督下，制定定价建议并与内部团队和客户合作，将绩效目标纳入年度合同续签中。


岗位要求：
1、本科学历，计算机科学，金融，商业，市场营销等
2、在 Saas 公司担任客户成功或客户管理角色的经验（2 - 4 年以上）
3、优秀的沟通者，具有很强的人际交往能力，能够理解和向听众解释复杂的技术概念
4、有条理，善于时间管理
5、适应性强的团队合作者
6、责任心强，上进心强
7、对发现、研究和解决问题的好奇心
8、出色的多任务处理能力，独立工作的能力
9、熟练使用Word/Excel/PPT等软件。强大的文档编辑能力
10、中英文流利（口语和书面）
11、以客户为中心、商业驱动、服务至上的心态
12、联盟/合作营销行业经验（优先）


What You'll Do:

Runs platform training and can consult on contracts, finance, ad tracking, and reporting.

Develop the account engagement plan for each customer, define the business outcomes the customer is wanting, the tools used to get there, outline touch points, level of executive engagement at the customer, outreach frequency, etc. resulting in an engagement score for the account and a map for how success will be measures against Customer KPIs and goals that were identified through discovery.

Engage and measure executive outreach at the customer, demonstrating the value of the platform and presenting thought leadership in the space.

Build and develop a partnership growth plan focusing on increasing the types of partnerships in place at the customer and increasing the number of productive partnerships for each type

Leverage the standardized business review process to reinforce the platform value proposition, ensure the customer’s desired business outcomes are on pace to be achieved, and demonstrate the platform value proposition as well as potential growth opportunities; possibly including the customer’s Executive Sponsor.

Validate and review PPV (Positive Predictive Value) pacing reports to ensure the customer's desired outcomes are on track, and to identify opportunities to upgrade the customer’s contracts in a timely fashion.

Perform periodic churn risk analysis for the customer to identify opportunities to further engage with the customer and demonstrate the value proposition of the platform.

Help to facilitate all renewal and expansion opportunities.

Under the oversight of their manager, creates pricing proposals and works with internal teams and clients to incorporate performance goals into annual contract renewals.



About You ：
Bachelor's degree, Computer science, finance, business, marketing etc

Experience ( 2 - 4+ years) in Customer Success or Account Management role of a Saas company

Excellent communicator with strong interpersonal skills, the ability to understand and explain complex technical concepts to your audience

Organized, excellent at time management

Team player with great adaptability

Strong sense of responsibility, motivated self-starter

Curiosity to identify, research and solve problems

Great multitasker, ability to work independently

Proficiency in Word/Excel/PPT and other software. Strong document editing ability

Fluent in both English and Chinese (spoken and written)

Customer Focus, Commercial Drive, Service-oriented mindset

Affiliate/Partnership Marketing industry experience (preferred)

Impact是合作伙伴自动化领域的全球领导者。我们与企业和创新品牌合作，如Ticketmaster、Levi 's、微软、Airbnb和Uber，帮助他们管理各种不同类型的合作关系。从社会影响者，B2B，战略合作伙伴，出版商，和传统的附属机构，我们覆盖了他们。我们的组合产品涵盖了全生命周期的合作伙伴，包括入职、跟踪广告和付费合作伙伴、招聘新合作伙伴、数据和营销情报，以及防止欺诈。Impact成立于2008年，由创立Commission Junction的团队创立，目前已经拥有超过500名员工，在美国、欧洲、非洲和亚洲设有10个办事处。