Clickful is looking for a Customer Success Associate to help new and existing customers derive maximum value from Clickful. This associate has the responsibility of ensuring that our customers are successful, resulting in highest levels of account renewals and expansion. The Customer Success Associate is a customer-facing role who will work with our customers every day via email, phone and periodic onsite visits, handling product demonstrations and training for users, handling account setup, onboarding and work through technical issues.
RESPONSIBILITIES
- Support existing and potential customers in Chinese and English
- Perform professional after-sales support to enhance the customers’ dedication
- Execute internal procedures to manage customer requests
- Provide high-touch marketing consultation to our premium customers
Effectively manage product onboarding and implementation for new customers
- Present products to prospective customers
- Work closely with marketing team to grow accounts by increasing awareness, engagement and utilization through various marketing channels
- Close renewal business and achieve renewal/upsell targets
Collect feedback from customers to inform product team for future product enhancements
- Build and maintain relationships with key business partners and internal teams, including our premium business customers, copywriters, designers, product managers
- Participate in outbound marketing efforts by attending seminars, conferences and exhibitions
REQUIREMENTS
- Excellent written and verbal communication skills in English and Cantonese is required, Putonghua is a plus
- 1+ years of relevant experience in a marketing or customer success role
- Proven account management or other relevant experience
- Previous customer-facing experience at a high-growth, software-as-a-service (SaaS) tech company is a plus
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
- Experience in delivering client-focused solutions based on customer needs
- Some experience in running ads using Facebook Ad Manager and Business Manager, Google Adwords and Display Network is a plus.
- Some experience in Search Engine Marketing (SEM) and Paid Search (PPC) is a plus
- Ability to clearly convey thoughts, ideas and recommendations
Comfortable with public speaking is a plus
- Strong team player
- Attention to detail
- Good time management skills
- Bachelor’s degree or above
BENEFITS
- Competitive salary
- Flexible work hours
- Great personal leave policy
- Employee stock option plan
- 5-day work week
- Group medical coverage