Team Lead of Account Experts (Chinese Speaking)

18 hours, 43 minutes ago
Omnisend

Omnisend

Omnisend is an ecommerce tailored email & SMS marketing automation platform designed to help nimble teams increase revenue effortlessly. With one-click ecommerce integrations, pre-built workflows, and intuitive editing, over 80,000 ecommerce brands tru...

Internet Software & Services
51-250
Founded 2014

Description

  • Lead, coach, and develop a team of Account Experts.
  • Own customer health, retention, and success across the Chinese-speaking book of business.
  • Monitor churn risk, adoption, engagement, renewal readiness, and account performance.
  • Support complex, strategic, high-value, and at-risk customer accounts.
  • Coach team members on ecommerce strategy, email and SMS marketing, product adoption, renewals, and customer conversations.
  • Ensure successful customer onboarding across setup, migration, warmup, campaigns, automations, and account growth.
  • Review dashboards, team performance, workloads, and open issues to ensure timely follow-up.
  • Manage first-level customer escalations and drive consistent account planning, QBRs, documentation, and communication.
  • Share customer insights, risks, trends, and feedback with Customer Success leadership.
  • Foster accountability, collaboration, ownership, and continuous improvement.

Requirements

  • 2+ years of experience in Customer Success, Account Management, ecommerce, SaaS, or a similar customer-facing role.
  • Experience leading, mentoring, or coaching others.
  • Experience managing a book of business, customer portfolio, or regional customer segment.
  • Strong understanding of customer success, retention, adoption, customer health, and account ownership practices.
  • Understanding of digital marketing metrics, including opens, clicks, conversions, revenue, engagement, and retention.
  • Ability to identify churn risks, customer health signals, and opportunities to improve customer outcomes.
  • Confidence discussing renewals, cancellations, retention, growth, and business outcomes with customers.
  • Strong communication, prioritization, problem-solving, and data-informed decision-making skills.
  • Familiarity with Slack, Zoom, Intercom, Mixpanel, HubSpot, G-Suite, Omnisend, or similar tools.
  • Fluency in English, Mandarin, and Cantonese.

Benefits

  • Competitive salary based on experience plus commission tied to individual and team results.
  • Unlimited learning and professional development budget.
  • Flexible working hours and remote work options.
  • Private health insurance and unlimited access to psychotherapy.
  • €420 workstation budget.
  • Personalized work anniversary gifts.
  • Workations and team-led team-building events.

Interested in this position?

Apply directly on the company website

Apply Now

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