customer success manager岗位职责

Responsibilities
As the Manager, Customer Success you will be responsible for:
1.Business Development: Support the Sales team with new business development activities, assist in contract renewals the preparation of client presentations proposals. Analyze report client activities, provide internal direction while building a strong collaborative framework with the Analysts Sales teams. Participate in marketing/sales/account reporting activities, client development efforts including trials, campaigns, onsite visits, regular interaction with clients.
2.Program Management: Build a deep knowledge of IDC’s solutions client research needs, act as product champion internally fthe subscription product portfolios. Fulfilment, refinement development of group operational processes procedures, working with global representatives to shape AP products develop efficient integrated processes.
3.Customer Success: Answer enquiries from the financial, consulting, end user vendcommunity in a timely manner, ensuring they are promptly kept informed of enquiry progress. Build strong relationships with the clients, learning about their needs apply different approaches (proactive reactive) to ensure they are leveraging IDC subscriptions effectively. Collaborate with the analyst community across the regions, customer success counterparts Sales network to fulfil client inquiries needs.
Requirements:
1. Strong customer serviceientation; can speak well with customers internal stakeholders regardless of level.
2.Organized capable of multi-tasking
3. Able to process information quickly various information.
4. Good analytical reporting skills
5.High attention to detail ability to prioritize.
6. Good written verbal communication presentation skill
7.Demonstrate leadership qualities.
8.Adept with Microsoft Excel PowerPoint
9.Experience in Customer Service / CRM role in a tech related company is an advantage.
10.Proficiency in written spoken Mandarin & English

Akila（From Aden） is a provider of innovative SaaS solutions hardware installations fbusinesses across various industries. We are committed to delivering cutting-edge technology ensuring our customers achieve maximum value from our offerings. As we continue to expour services solutions globally, we are seeking a dedicated Customer Success Manager (CSM) to join our team drive customer satisfaction, reduce churn rates, facilitate the rapid deployment scaling of our systems at customer sites.
Key duties responsibilities:
1、Customer Relationship Management:
2、Develop maintain deep, long-lasting relationships with customers by mapping understanding client stakeholders their needs goals.
3、Act as the lead point of contact fcustomers, ensuring their concerns are addressed promptly.
4、Regularly engage with customers to assess their satisfaction, identify pain points, provide solutions to enhance their experience.
5、Deployment Onboarding:
6、Oversee the successful deployment of SaaS solutions hardware installations at customer sites.
7、Work closely with technical teams project manager to ensure smooth onboarding, training, configuration of systems.
8、Facilitate the customer’s onboarding process by providing guidance, documentation, training resources to maximize the adoption of the solution fthe various stakeholders.
Customer Expansion (ramp-up):
1、Identify upselling cross-selling opportunities to increase the adoption of additional features, services, solutions.
2、Collaborate with the sales team to drive revenue growth through existing customer accounts.
3、execute account expansion plans based on customer needs objectives.
4、Geographical Scaling:
5、Develop strategies with sales team fscaling systems geographically across multiple customer sites.
6、Ensure the seamless integration functionality of our solutions at each new location.
7、Monitoptimize the performance of systems across different geographic regions.
Churn Reduction:
1、Proactively monitcustomer health usage patterns to identify potential churn risks.
2、Develop implement strategies to reduce churn rates, including creating personalized retention plans.
3、Collaborate with cross-functional teams to resolve customer issues improve product/service quality.
Skills experience
1、Bachelors degree in Engineering ,Business Management, Environmental Engineering, Architecture similar related fields.
2、5+ years of experience in customer success account management in the technology industry, consulting companies, preferably working with enterprise clients.
3、Strong understanding of SaaS platforms hardware installations, inline with business models software development lifecycles.
4、Excellent communication interpersonal skills, with the ability to build strong relationships with clients internal stakeholders.
5、Aptitude fquickly grasping technical concepts effectively communicating them to non-technical stakeholders.
6、Proven ability to manage complex projects timelines, to prioritize multitask effectively.
7、Strong analytical problem-solving skills, with the ability to work collaboratively with cross-functional teams identifying addressing customer needs requirements.
8、Proficiency in analyzing customer data metrics with the customer to enable them to make informed decisions.
9、Proven project management skills to oversee a project team’s deployment scaling efforts.
10、Experience working with the built environment is a plus.
11、Ability to work independently with a high degree of self-motivation self-discipline.

Job Description
Role Overview
This role is responsible fensuring the success of our overseas clients across the entire project partnership lifecycle. You will manage communication, project execution, delivery timelines, ongoing account growth. You are the primary bridge between global customers our Shenzhen-based internal teams, ensuring a smooth, professional, proactive customer experience.

Core Responsibilities
1. Overseas Customer Success & Relationship Ownership
80Serve as the main point of contact foverseas clients manage all day-to-day communication.
80Understcustomer expectations across North America, Europe, Asia-Pacific, ensure a reliable, consistent, professional customer experience.
80Conduct regular business reviews drive repeatders, long-term partnerships, upsell opportunities.
2. Project Execution & Delivery Management
80Lead requirement clarification with clients convert needs clear, structured briefs finternal teams including R&D, engineering, purchasing, quality, supply chain.
80Track project progress from samples to pilot runs, certification, mass production, ensuring on-time high-quality delivery.
80Identify risks early, escalate when needed, coordinate solutions, maintain clear communication with all stakeholders.
3. Cross-Cultural Communication & Internal Alignment
80Build an efficient bridge between overseas clients Shenzhen teams to ensure accuracy in expectations, priorities, standards.
80Help internal teams understthe commercial logic, cultural context, quality expectations of global customers.
80Maintain structured reporting ensure transparency in project status.
4. Team Leadership (3–4 Staff)
80Manage a small team responsible forder coordination, task tracking, customer follow-up.
80Provide training, guidance, performance evaluation to improve team efficiency service capability.
5. Business Communication & Opportunity Development
80Participate in key meetings, solution discussions, commercial negotiations.
80Present recommendations action plans based on customer needs market feedback.
80Support the expansion of strategic accounts.

Qualifications
80Bachelor’s degree equivalent experience.
805+ years of experience in customer success, key account management, project management, preferably with overseas clients.
80Fluent English (written spoken); overseas study work experience is a plus.
80Strong ownership mindset with a focus on customer experience project delivery.
80Excellent communication, cross-department coordination, problem-solving skills.
80Ability to manage multiple tasks operate under pressure.
80Experience in consumer electronics, beauty devices, medical devices, hardware manufacturing preferred.