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Senior Customer Success Manager I

17 minutes ago
China
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Digital Marketing JIRA Salesforce
Apply Now
impact.com

impact.com

impact.com is the world's leading partnership automation platform that enables businesses to discover, manage, protect, and optimize all types of partnerships. Their platform automates partnership management at scale, driving efficient revenue growth t...

Internet Software & Services
1K-5K
Founded 2008
$361M raised
View All Jobs 7

Description

  • Run platform training and provide consultation on contracts, finance, ad tracking, and reporting.
  • Coordinate strategic account initiatives under the guidance of a manager.
  • Manage customer communications, including messaging about initiatives, outages, and marketing efforts.
  • Document customer communication across email, ticketing, Slack, and Salesforce (SFDC).
  • Distill client feedback and create necessary escalation documentation, including JIRA tickets, project trackers, and SFDC records.
  • Follow established processes for ticket creation and project tracking using JIRA, project plans, and SFDC.
  • Coordinate status updates from key stakeholders under manager guidance.
  • Coordinate renewal and expansion opportunities.

Requirements

  • 5-8 years of customer service experience, preferably in a B2B environment.
  • Bachelor's degree; business, marketing, or a related field is a plus.
  • Consistent track record of providing strong customer support.
  • Solid understanding of the digital marketing ecosystem.
  • Strong initiative and ability to remain flexible.
  • Detail-oriented with the ability to prioritize tasks effectively.
  • Critical thinking and inventive problem-solving skills.
  • Professional interpersonal skills and the ability to work well as an enthusiastic teammate.
  • Strong conflict resolution skills.
  • Excellent time management skills.

Benefits

  • Responsible PTO policy and a flexible work environment.
  • Up to 12 fully covered therapy/coaching sessions per year, plus dependent coverage.
  • Monthly gym reimbursement.
  • Restricted Stock Units (RSUs) with a 3-year vesting schedule, pending Board approval.
  • Free Coursera subscription and access to PXA courses.
  • 26 weeks of fully paid parental leave for the primary caregiver.
  • 13 weeks of fully paid parental leave for the secondary caregiver.

Interested in this position?

Apply directly on the company website

Apply Now

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