Customer Success Manager (Chinese Speaking) - job 1 of 2

As a Customer Success Manager at Omnisend, your key responsibilities include onboarding new clients, developing strategies to enhance their revenue through digital marketing, and providing best practices to achieve their business goals. You'll be expected to establish strong relationships with clients, proactively address their concerns, and keep them informed about product updates and features.

To be considered for the Customer Success Manager role at Omnisend, you should have 1-2 years of customer success experience, fluency in both English and Chinese, and a solid understanding of digital marketing metrics. Additionally, experience with e-commerce, SaaS, and project management is beneficial, as well as excellent communication skills across various platforms.

Omnisend provides comprehensive support to its Customer Success Managers by offering personalized training, access to senior colleagues for mentorship, and an unlimited learning budget for self-improvement. You'll also have a budget for workstations and benefits like private health insurance and remote work options to ensure you are set up for success.

Performance metrics for the Customer Success Manager at Omnisend typically include customer satisfaction scores, account growth through upselling services, the timely response to client inquiries, and the overall retention rates. You will regularly conduct quarterly business reviews (QBRs) to set and evaluate goals with your clients.

The work culture at Omnisend is vibrant and collaborative, emphasizing customer-centricity and continuous improvement. You'll work in a high-performing and productive environment, with regular team-building events and opportunities for professional growth, inspired by leading tech companies in Silicon Valley.

When onboarding new clients, I start by fully understanding their business goals and expectations. I guide them through the platform’s features, helping them set up campaigns and automations to ensure they feel supported from day one.

I once worked with a retailer struggling with low conversion rates. By analyzing their email marketing strategies and suggesting targeted automations, we managed to increase their revenue by 30% within a few months. This involved regular meetings to adjust strategies based on performance metrics.

I am well-versed in crucial digital marketing metrics, such as open rates, click-through rates, and conversions. Analyzing these metrics allows me to provide data-driven recommendations to clients, helping them to optimize their campaigns effectively.

I typically use customer relationship management tools like Hubspot, along with messaging platforms like Intercom for real-time support. I also leverage analytics tools like Mixpanel to track customer interactions and gauge campaign performance.

In challenging situations with clients, I prioritize active listening and empathy. I assure them that their concerns are valid and work collaboratively to find solutions while keeping them informed throughout the process. This approach fosters trust and maintains a positive relationship.

I regularly participate in team meetings, product training sessions, and feedback loops. Staying connected with the product team ensures I can effectively communicate any new features and enhancements to clients as soon as they become available.

I prioritize tasks based on client needs, urgency, and potential impact. Using project management tools like G-Suite helps me organize my workload and ensure timely follow-ups with clients.

For successful QBRs, I prepare comprehensive reports that detail performance metrics and progress towards goals. I also encourage open discussions, allowing clients to voice their feedback and concerns, which fosters a collaborative atmosphere for future planning.

I have worked extensively with various e-commerce platforms, which has equipped me with insights into common challenges retailers face. This experience enables me to provide tailored advice that helps clients maximize their marketing efforts and improve sales efficiently.

I measure success through a combination of client satisfaction scores, retention rates, and the overall growth of managed accounts. Success is also reflected in my ability to build strong relationships that lead to upsells and positive testimonies.