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Impact.com is seeking an Associate Customer Success Manager to join their team in Shanghai. The ideal candidate will be a product expert with a good business sense and a solid understanding of the digital ecosystem. He/she will be responsible for building stronger and more successful marketing campaigns for clients using Impact.com's software suite.Responsibilities:
- Platform Knowledge: Run platform training and consult on contracts, finance, ad tracking, and reporting.
- Account Management: Coordinate strategic initiatives with direction from manager.
- Customer Communications: Coordinate communication including customer facing messaging regarding initiatives, outages, marketing efforts, etc. under the guidance of the manager. Ensures clients communication including email, ticketing, and slack is documented in SFDC.
- Escalation Management: Distill feedback from clients and manage creation of all necessary documentation, including JIRA ticket, project trackers, and SFDC.
- Project/Task Management: Follow established processes for ticket creation and project tracking utilizing JIRA, Project Plans, SFDC, Coordinates status updates from key stakeholders under the guidance of manager.
- Commercial Efforts: Coordinate all renewal and expansion opportunities.
- 2-3 years 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
- A healthy dose of initiative and the ability to remain flexible
- Detail-oriented and able to effectively prioritize tasks
- Be a critical thinker and an inventive problem-solver
- Professional interpersonal skills
- Enthusiastic teammate
- Phenomenal conflict resolution skills
- Excellent time management skills
- Unlimited PTO policy
- Training & Development
- Private Health Insurance
- Stock Options
- Primary caregiver leave
- Internet Allowance
- Flexible work hours
- Casual work environment
- Technology stipend
Impact.com
Impact.com is a leading SaaS platform transforming how businesses manage and optimize partnerships, including affiliates, influencers, and B2B collaborations. Its purpose-built platform empowers businesses to create, manage, and scale partnership ecosystems with brands and communities. Impact.com's technology and marketplace drive revenue growth for global enterprises across various industries. The company offers solutions for businesses to automate their partnerships and grow their revenue.