客户成功经理
Client Success Manager
*请注意这是一个远程职位，可在全球任何地方工作*
客户成功经理的角色对我们的学习项目和客户成果的成功至关重要——这就是我们花时间和精力来解释如何做好这份工作以及适合该职位的人选的原因。
重要的是，您将推动客户学习项目的参与度、入职流程和成果，旨在扩大客户推荐并建立长期关系。
您将提供关于客户与企业互动的见解，通过支持改善客户体验，寻找新的工作方式，并不断努力让客户满意。
成功的候选人应具备社交能力、分析能力，有学习和使用新方法和软件的天赋，并能够清晰有效地沟通。
您将负责
与我们的客户合作，通过以下方式为他们的客户带来可预测的成果和体验，以及为他们的业务带来可预测的增长：
- 在学习者干预过程中传达并沟通为客户带来的投资回报率
- 成为客户在用例和项目功能方面的值得信赖的合作伙伴
- 在管理流程和交付“行业领先”项目时成为客户的代言人
- 开发和管理客户组合。通过最大化价值来维持业务增长和盈利能力
- 分析客户数据以改善客户体验。改进入职流程
- 协助找到适合组织和客户的解决方案
- 处理和解决客户请求和投诉
- 降低客户流失率
- 协助产品设计和产品开发
我们寻找
- 出色的高管形象和沟通能力
- 在模糊情境中创造结构并设计有效流程的能力
- 有管理客户组合的经验
- 理解与跨职能团队（如销售、产品、市场、服务）合作
- 有从工作或个人经验中了解学徒制背景将是一个优势
最初发布于喜马拉雅山
查看英文原文
*please note this a remote role that can be based anywhere*
The role of a Customer Success Manager is critical for the success of our learning programmes and customer outcomes - that's why we're taking time and effort to explain how to do the job well and who will be right fit for this role.
What’s important is that you’ll drive engagement, onboarding and outcomes from our client learning programmes with the intention to expand advocacy and establish long term relationships.
You will provide insights on client-to-business interactions, improve customer experience through support, finding new ways of working, and constantly striving to delight our customers.
Successful candidates must be social, analytical, possess an aptitude for learning and using new methods and software, and be able to communicate clearly and effectively.
What You’ll Do
Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by:
- Delivering and communicating ROI for our clients, throughout the learner intervention
- Being the trusted partner for the customer on use-case and programme functionality
- Being the voice of the customer when managing processes and delivering ‘best in class’ programmes.
- Develop and manage client portfolios. Sustain business growth and profitability by maximizing value.
- Analyze customer data to improve customer experience. Improve onboarding processes.
- Help to find the right solutions for both the organisation and the client.
- Handle and resolve customer requests and complaints.
- Minimize customer churn.
- Aid in product design and product development.
What we’re looking for
- Impressive executive presence and communication abilities
- Ability to create structure in ambiguous situations and design effective processes
- Previous experience managing a portfolio of clients
- Understanding of working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
- An understanding of the apprenticeship world from work or personal experience would be advantageous
Originally posted on Himalayas