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About Appier Appier is an AI SaaS company on a mission to make AI easy, by making software intelligent. Founded in 2012, Appier has 17 offices across APAC, U.S. and Europe and is listed on the Tokyo Stock Exchange with ticker number [4180]. Visit www.appier.com for more information. About the role We are seeking an Associate Director of Customer Success, who will manage the customer success function of Appier’s enterprise solutions business unit in the South Korea region. The primary goal of the customer success team is to generate solutions from both business and technical perspectives, and successfully implement them at the customer site. This will require excellent communication skills to help coordinate and manage requirements and expectations of Appier’s customers. What you’ll do Responsibilities: • Grow and contribute to Appier’s growth strategy with a key focus on customer satisfaction, customer renewals, and customer upsells • Day-to-day management and leadership of a team of experienced Customer Success individuals located in the region • Ensure the Customer Success team maintains high levels of customer retention, customer satisfaction and customer expansion as measured by quarterly goals • Direct management of a book of business comprising the largest client accounts within the Enterprise business for the region • Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities • Respond quickly and effectively to customers’ challenges and issues with the product; learn effectively from experience to improve team processes and the product • Evaluate existing customer on-boarding program and make additional improvements to better drive both immediate and sustained adoption • Collaborate with leaders in the sales, product and technical teams to make sure mutual objectives are met in support of client satisfaction • Serve as lead spokesperson and agent for Customer Success Requirements: • Degree in a related field • At least 10 years working experience with 6 years in Customer Success or Account Management capacity at a high growth SaaS company or agency setting; proven experience in a team leadership capacity is a must • A background with Digital marketing, marketing automation, marketing SaaS and/or online advertising experience is mandatory • Strategic thinker with deep analytical skills; ability to develop frameworks, gather data and leverage on tools to help structure the team’s operations, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems and to drive performance of the team • Technical and SaaS experience and an ability to speak to technical customers in their language is deeply advantageous • Fast-learner, ability to strive in a fast-paced environment • Strong organizational and people management skills • Effective and productive collaborator to drive cross-functional initiatives • Excellent communicator with strong presentation skills, proven ability to engage with customer C-suite and executive levels • Sales/pre-sales experience a plus Why join us? We believe in building a great working environment where passionate individual can give their best, and to work with a talented team. To reward Appiers for their contribution, we also work hard to offer perks and benefits to make their life better.
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