[Hiring] Customer Success Manager @G-P

Role Description

Native Chinese speaking Customer Success Manager responsible for managing and growing customer relationships across Greater China. The role focuses on driving adoption of EOR hires, retention of customer, expansion, cross-sell and overall customer success through strong language capability, cultural understanding, and high touch engagement in a fast growing market.

What You Will Do:

• Customer Engagement:
  • Manage all post-sales activity for G-P’s customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution.
  • Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments.
  • Fully accountable for customer retention by conducting occasional check-in calls across a wide range of customers for tactical items and perform strategic business reviews, with the ultimate focus on minimizing churn.
  • A key measure of success will be your ability to maintain the highest levels of CSat and NPS for your assigned Customers.
  • Continually monitor and update customer health records.
• Sales Excellence:
  • Develop high-level knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews.
  • Educate decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives and articulate how G-P solutions can help them achieve their business outcomes.
  • Proactively seek out and be fully accountable for revenue growth of your Customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches.
  • Establish competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes and align the right solution for customer needs to generate expansion opportunities.
  • Responsible for outreach to Customers who have left within the previous 12 months by keeping them aware of changes to G-Ps offerings and services.
• Customer Advocacy:
  • Function as the “voice of the customer” and provide feedback to internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers.
  • Help identify customers who would be good references and work with Marketing to create case studies.
• Product & Industry Expertise:
  • Proactively build and maintain a strong knowledge of G-P’s product landscape, solutions, and business priorities.
  • Strong GPP knowledge, and can share best practices and train customers to drive product adoption.
  • Gain understanding of competitive landscape to demonstrate differentiation to customers.
• Project Management:
  • Support customers in projects to enable a seamless implementation of G-P’s products, onboardings and offboardings.
  • Participate in cross-functional projects that impact the evolution of our customer experience, leveraging your experience and best practices to drive projects to completion.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Business Development, or another customer-facing role.
• Native Mandarin proficiency, in addition to English, is required.
• Experience of developing strong relationships with a high volume of customers.
• Exceptional prioritization skills when managing multiple accounts.
• Comfortable with technology.
• Influencing skills.
• Self-motivated with the ability to own and drive initiatives to completion.
• Assertive problem-solver and proactive relationship manager.
• Interpersonal skills, with the ability to quickly build rapport and establish trust.
• Outstanding communication and presentation skills.
• Adopts a business perspective when assessing situations and making decisions.
• Driven by passion for customers.

Requirements

• Project management and/or business planning.
• SaaS or HCM experience.
• Knowledge of EOR/global expansion industry.
• Salesforce, CSM/CRM.

Benefits

• Generous paid parental leave.
• Flexible time off.
• Spending accounts.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Sabbatical after 5 years.
• Additional compensation for Sales Roles and Non-Sales Roles based on performance.