Customer Success Manager

Job Description

impact.com is seeking a Customer Success Manager to join their team in Shanghai. impact.com is passionate about its people, technology, and customer success. The company is a leading SaaS platform for businesses to automate their partnerships and grow their revenue. They have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded.The Customer Success Manager will be a product expert, utilizing the software suite to build stronger and more successful marketing campaigns. The ideal candidate will have good business sense, a solid understanding of the digital ecosystem, and be a critical thinker.What this role involves:

• Running platform training and consulting on contracts, finance, ad tracking, and reporting.
• Coordinating strategic initiatives.
• Coordinating customer communications.
• Managing escalation and creating necessary documentation.
• Following established processes for ticket creation and project tracking.
• Coordinating renewal and expansion opportunities.

What the candidate should have:

• 2-3 years of customer service experience, preferably B2B.
• Bachelor's Degree (Business, Marketing or related field a plus).
• Consistent track record of providing stellar support to customers.
• Solid understanding of the digital marketing ecosystem.
• Initiative and flexibility.
• Detail-oriented and able to effectively prioritize tasks.
• Critical thinking and problem-solving skills.
• Professional interpersonal skills.
• Enthusiastic teammate.
• Phenomenal conflict resolution skills.
• Excellent time management skills.

What impact.com offers:

• Unlimited PTO policy
• Training & Development
• Private Health Insurance
• Stock Options
• Primary caregiver leave
• Internet Allowance
• Flexible work hours
• Casual work environment
• Technology stipend