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Customer Success Manager

57 minutes ago
China
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
G-P/Globalization Partners

G-P/Globalization Partners

G P offers Employer of Record solutions for global team management in 180+ countries, combining EOR, Payroll, and HCM solutions for streamlined and compliant workforce expansion.

Professional Services
1K-5K
View All Jobs 37

Description

  • Manage post-sales activity for customers through onboarding, adoption, day-to-day operational support, relationship-building, product knowledge, planning, and execution.
  • Build trusted relationships with key customer contacts by delivering responsive, high-quality customer service and honoring commitments.
  • Own customer retention efforts by conducting check-in calls, leading strategic business reviews, and minimizing churn.
  • Maintain high levels of CSat and NPS for assigned customers.
  • Monitor and update customer health records on an ongoing basis.
  • Develop deep knowledge of customers’ businesses, roadmaps, strategies, initiatives, and goals through strategic business reviews.
  • Educate account decision makers on G-P’s value proposition and how the solutions support customer business outcomes.
  • Drive revenue growth through expansion, cross-sell, and up-sell opportunities using inbound and outbound approaches.
  • Create value-proposition presentations and specialized business plans that support customer needs and expansion opportunities.
  • Act as the voice of the customer by sharing feedback with Product, Sales, Operations, Billing, and other internal teams.
  • Identify reference customers and partner with Marketing on case studies.
  • Build product and industry expertise, share best practices, and train customers to improve adoption.
  • Support customer implementation projects, including onboardings and offboardings, and contribute to cross-functional projects that improve customer experience.

Requirements

  • 3+ years of experience in Customer Success, Account Management, Business Development, or another customer-facing role.
  • Native Mandarin proficiency plus English is required.
  • Experience developing strong relationships with a high volume of customers.
  • Strong prioritization skills for managing multiple accounts.
  • Comfortable with technology.
  • Strong influencing skills.
  • Self-motivated with the ability to own and drive initiatives to completion.
  • Assertive problem-solver with a proactive approach to customer needs and issue prevention.
  • Ability to think strategically and execute tactically.
  • Strong interpersonal skills with the ability to build rapport and trust with customers, partners, and cross-functional teams.
  • Outstanding communication and presentation skills, with the ability to influence at all levels.
  • Business-minded decision-making with an understanding of internal and customer impact.
  • Passion for customer success and retention.
  • Project management and/or business planning experience is preferred.
  • SaaS or HCM experience is preferred.
  • Knowledge of the EOR/global expansion industry is preferred.
  • Experience with Salesforce, CSM, or CRM tools is preferred.

Benefits

  • Additional compensation may include a commission structure for sales roles or an annual bonus for non-sales roles, depending on performance and other factors.
  • Generous paid parental leave.
  • Flexible time off.
  • Spending accounts.
  • Medical insurance.
  • Dental insurance.
  • Vision insurance.
  • Sabbatical after 5 years.

Interested in this position?

Apply directly on the company website

Apply Now

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