Responsibilities
1. Responsible for the customer success work of Volcano Engine's smart content products for customers in various industries 2. As the main person in charge of the after-sales stage, serve the product signing customers, be responsible for the successful delivery and continuous service of related customers, pay attention to customers daily business operations, scenario demand expansion and solution implementation, and ensure that business cooperation meets expectations through stage goals and solution design 3. Take the initiative to contact customers, conduct daily customer communication and periodic special seminars, establish a good trust relationship with customer contacts and management, and improve customer satisfaction 4. Work closely with product development, delivery, and business teams to continuously accumulate and precipitate customer success stories and industry best practices to help achieve successful product commercialization 5. According to the customer product landing cooperation process, continuously iterate customer service SOP to improve overall service efficiency 6. Establish customer health detection indicators, methods, and early warning processing mechanisms to increase renewal rates.
Qualifications
1. Bachelor degree or above, familiar with B-end software industry, with relevant comprehensive management experience in CSM, products, solutions, etc., preferred, with professional enterprise management software such as CRM, OA, ERP or Internet customer service/customer success experience preferred 2. Quick response, strong expression ability, strong communication skills and communication skills, strong affinity ability to analyze and solve problems independently 3. Good customer service awareness, excellent customer communication and relationship building ability, serious and rigorous work, strong sense of responsibility, high professionalism and teamwork awareness 4. Good at analysis and learning, grasp the key points of the problem, actively coordinate internal and external resources to provide customers with effective solutions, and guide customers to recognize the value of the product.
