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擔任客戶窗口、有多年客戶服務經驗的你，想要更進一步增加自己的client portfolio，Wearisma就是非常難得的經驗!

可接觸亞太區10餘國的品牌客戶，建立自己的客戶關係，充滿多元化的挑戰的同時，也有強大的數據和技術團隊在英國和台灣支援。我們需要一個能夠理解客戶需求，喜歡與人溝通、與團隊一起建立解決方案、持續優化工作模式，並能夠獨立思考，不怕自己動手做的團隊成員，一起協助客戶成功。

We’re now looking for an ambitious person to join our fast-growing, ambitious business as a Client Success Manager. If you are excited by the idea of working with industry leaders -- clients with some of the highest brand values in this world -- to help navigate the dynamic field of social influence using the latest insight and technology that will disrupt marketing as we know it, defining what will become the new normal from today’s forward, this could be for you.

As a Customer Success Manager, you will own the commercial relationship with various Wearisma APAC clients. You are responsible for becoming an expert in client use-cases, needs and business outcomes to identify how our products and services can best support their business.

You will develop a deep understanding of Wearisma products and services to become the trusted advisor and own the success of the client relationship. You will work directly with the Customer Success (CS) team to ensure engagement and retention of our existing customer base. Onboarding, adoption, expansion and renewals are key performance indicators for success.

Responsibilities

• Successfully manage a portfolio of customers and prioritize amidst multiple competing priorities, escalations, and deadlines.
• Develop a deep understanding of a client’s business, brand, industry, and consumers/customers – as well as the role of consumer and influencer insight in bringing their commercial ambitions to life
• Apply domain/technical knowledge of the Wearisma platform, best practices, and customer insights to remove blockers to proactively support customers.
• Drive customer satisfaction, retention and organic growth through Value Realisation processes and Quarterly Business Reviews
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Understand customer outcomes by communicating with customers, analysing customer health metrics, running NPS and gathering other feedback
• Collaborate with our tight-knit product and technology team to align with, improve and develop processes that best serve our clients and ladder up to Wearisma USPs.
• Act as an advocate for the client and bring back structured requests or feedback to the product team and work with the product team to be one of the key contributors to define client requirements, features and improvements.
• Establish and improve service procedures, policies and standards through best practices
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Maintain an orderly workflow according to priorities
• Present needs-based value add solutions and high-quality responses to client requests – from contextual understanding through to research approach and pricing
• Take responsibility for positively building client relationships over time as their go-to trusted advisor in the Consumer Engagement, Insights and Influence Space

• 3+ years of proven successful experience as a Customer Success Manager or Account Manager in B2B SaaS/analytics and knowledge of social media.
• Problem solver – You are a natural problem solver and trusted adviser to clients, never shy of presenting a point of view to deliver on client objectives. Ability to negotiate with win-win outcomes.
• Passion for data-driven social influence and consumer insight – You have an interest in new technologies and in the power of consumer data and insights as foundations for business growth. You also have a working knowledge of customer service software, databases and tools.
• Ability to multi-task and independently handle and with excellent follow up.
• Cognitive intelligence – You can think on your feet, seeing all the angles to best position our platform to best fit a client’s project needs
• Client empathy – You’ll be building deep, trusting relationships to create Wearisma champions within the client businesses you manage with senior and multiple stakeholders. Take responsibility for positively building client relationships over time as their go-to trusted advisor in the consumer insight or influencer or analytics space.
• Preferences and Bias for being a part of a fast-growing SaaS company
• Fluent verbal, written, and presentation skills in English and at least 1 Asia language.
• Curiosity - You’re interested in learning more about the industry and show an outstanding curiosity towards the client base
• Start-up attitude – You’re comfortable in a rapidly changing environment, working with limited resources, and delivering high-quality work at the speed which is necessary for successful business growth
• Knowledge of CRM and Customer Experience (CX) tools is a plus