上海招聘

Customer Success Director 客户成功总监

职责描述：
1、了解我们的核心功能，以及合作营销基础如何与我们的解决方案和产品提供联系在一起。
2、在影响和推动我们的解决方案实现客户业务目标方面发挥着关键作用。
3、与客户成功经理合作，推动战略平台的采用。
4、与来自产品、实施和产品营销的关键干系人合作，在精炼过程、创建培训资源和营销附带品方面提供思想领导。
5、与关键客户决策者独立工作，推动合作伙伴关系
6、协调和促进业务审查，利用内部利益相关者支持客户战略。
7、推动并拥有所有业务的战略客户计划。
8、分析项目表现，确定续订、追加销售和扩展机会。
9、了解客户的性能目标，并将其映射到技术和商业解决方案。
10、拥有SFDC中的所有更新管理，包括按照既定流程创建报价和更新机会。
11、主动监控账户绩效、资金状况、欺诈风险和合作伙伴绩效，以确保投资组合中的项目健康运行，并相应地采取任何更改。
12、沟通优化程序的***实践和建议。
13、惩教署与惩教主任联络，了解发展趋势，并就***行动计划提供指引。CSD更新管理利益相关者对任何不健康的帐户。
14、在需要协助解决的任何支持问题上充当CSM的升级点。
15、审查客户的反馈，确保必要的文档，包括JIRA票据，项目跟踪，SFDC的执行和解决方案。
16、独立驱动结果，利用所有集成的关键涉众。

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（8 年以上）
3、4年以上团队管理经验
4、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
5、有条理，善于时间管理
6、适应性强的团队合作者
7、责任心强，上进心强
8、对发现、研究和解决问题的好奇心
9、出色的多任务处理能力，独立工作的能力
10、熟练使用Word/Excel/PPT等软件。强大的文档编辑能力
11、中英文流利（口语和书面）
12、以客户为中心、商业驱动、服务至上的心态
13、联盟/合作营销行业经验（优先）


What You'll Do:

1、Understands our core functionality and how partnership marketing fundamentals tie into our solutions and product offering.
2、Plays a pivotal role in influencing and driving our solutions to achieve client business objectives.
3、Collaborates with the Customer Success Manager to drive strategic platform adoption.
4、Collaborates with key stakeholders from Product, Enablement, and Product Marketing to provide
5、thought leadership on refining processes, creating training resources, and marketing collateral.
6、Works independently with key account decision makers to drive partnership collaboration
7、Coordinates and facilitates business reviews, leveraging internal stakeholders to support account strategy.
8、Drives and owns all strategic account plans for their book of business.
9、Analyzes program performance to identify renewal, upsell and expansion opportunities.
Understands their clients’ performance goals and maps that to technical and commercial solutions.
10、Owns all renewal admin in SFDC including creating quotes and updating opportunities following established processes.
11、Proactively monitors account performance, funding status, fraud risks and partner performance to ensure that programs within a portfolio are healthy and that any changes are actioned accordingly.
12、Communicates best practices and recommendations for optimizing their program.
CSD to liaise with CSM on the trends and guide on the best action plans. CSD to update management stakeholders on any unhealthy accounts.
13Acts as the escalation point for the CSM on any support issues they need assistance in resolving.
14、Reviews feedback from clients and ensures the necessary documentation including JIRA tickets,project trackers, and SFDC is executed and solutioned.
15、Independently drives results leveraging key stakeholders for all integrations.


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

2、Experience ( 8+ years) in Customer Success or Account Management role of a SaaS company

3、Experience (4+ years) in team management

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

5、Organized, excellent at time management

6、Team player with great adaptability

7、Strong sense of responsibility, motivated self-starter

8、Curiosity to identify, research and solve problems

9、Great multitasker, ability to work independently

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

11、Fluent in both English and Chinese (spoken and written)

12、Customer Focus, Commercial Drive, Service-oriented mindset

13、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。