【TW】Head of Customer Success 客戶經理部門主管

Crescendo Lab 漸強實驗室

最近更新於 2024-09-16

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工作內容

Job Description

We’re looking for a Head of Customer Success who will be responsible for managing and developing a team of customer success managers (CSMs) and a team of customer success operations managers (COMs). As the Head of Customer Success at Crescendo Lab, you will lead your team and collaborate with all organization to ensure customer satisfaction and success, and bring the successful business impact to the company. At the same time, you will develop and deliver optimization to improve the effectiveness and efficiency internal and cross-team process, ensure great customer experience. Leverage data and analytics to develop, lead, and measure results for customer success team.

As the Head of Customer Success at Crescendo Lab, your primary responsibility will be to lead and drive customer success initiatives. You will play a central role in building a customer-centric organization, streamlining operational processes, and fostering a data-driven mindset throughout the organization. Additionally, you will collaborate closely with other regional customer success teams to ensure consistent and exceptional global customer experiences.

Responsibilities

  • Set the overall vision and strategic plan for the customer success and success operation team, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net dollar revenue improvements.
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
  • Build and lead world-class customer success and success operation team, provide effective coadching, enhance product and industry knowledge, drive operational practices to track performance of teams and individuals.
  • Work closely with the General Manager and CEO to align on strategies, renewal, upselling opportunities.
  • Work closely with Customer Success Lead, team leads, and Manager to ensure customers’ health, deep business relationship and smooth implementation of products or services.
  • Work closely with Enablement Team to leverage skill and knowledge in sales, product and process of all reps and customer success, success operation team.
  • Reduce churn and drive new business growth through greater advocacy and referenceability.
  • Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
  • Serve as a strong customer advocate within the organization, drive the optimization related to customer experience and the value experience of our product and service.
  • Stay up-to-date with the latest industry trends, emerging best practices, and evolving future customer success strategies in scaling and becoming a world-class SaaS or technology company.

條件要求

Requirements

  • 5+ years of proven and progressive leadership and management experience in customer success or account management roles, preferably in a SaaS or technology company.
  • 5+ years of experience in customer-facing organizations.
  • Take ownership and have willingness to hands on like fostering deeper customer engagement, establishing operational processes from scratch, going from 0 to 1, and continuously seek opportunities to enhance your knowledge and skills to meet future organizational needs.
  • Progressive experience in team leadership and management, including overseeing a team of at least 8-10 people.
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices.
  • Progressive experience with operations or related experience with a technical SaaS or subscription software service.
  • Progressive customer success experience leading field teams (Customer Success Managers, Account Management, Solution Architects) and/or operations.
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery.
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
  • Operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
  • Able to collaborate across the organization and with external stakeholders.
  • Experience with software development tools, practices, and methodologies is a plus.
  • Success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management.

員工福利

法定項目

勞保、健保、特別休假、勞退、婚假、員工體檢

其他福利

 ◎ 安心保障 

  • 法定保障-勞保、健保、勞退提撥 

◎ 彈性工作環境 

  • 小巨蛋站步行 8分鐘,上下班交通方便 
  • 彈性上下班時間,採混合辦公(hybrid) 
  • 開放式工作空間,你可以選擇在任何舒適的角落工作 

◎ 公司文化 

  • 年輕團隊,扁平組織,去官僚化的快速溝通 
  • 互相包容尊重、講求效率與信任 
  • 所有的意見都會被重視,一起學習成長 

◎ 福利制度 

  • 到職即享有無期限休假,只要工作能完成,連休沒有上限!(所有假別皆不扣薪) 
  • 公司提供高規的 MAC 筆電 
  • 每個月零食櫃更新,還有各式咖啡、茶,隨時補充能量  
  • 每週免費按摩,放鬆緊繃身體 
  • 定期舉辦Team Building活動,一起同樂去
  • 每年健檢、心理諮商及物理治療補助,員工眷屬享有優惠價

◎ 進修機會 

  • 公司補助參加 Workshop 或進修課程,讓你學習到業界最新的知識 
  • 不定期的業界人士內部分享,讓你了解業界的的最新脈動 (之前請過北美 Google,矽谷工程來、大數據工程師來分享業界最新動態) 
  • 更多詳情請閱讀公司部落格:http://bit.ly/2JX3vnO

薪資範圍

NT$ 1,200,000 - 2,500,000 (年薪)