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Customer Success Manager

Shanghai, CN
Sales

iDeals Solutions – is an international B2B SaaS company that creates the best customer experience in the virtual data rooms market since 2008.

Currently, we are looking for a talented and client-focused senior Customer Success Manager to join our team in the Shanghai office. In this role, your main objective will be to take care of clients in the post-sales process, upgrade, renew, and capitalize on client experience. We are looking for a tech-savvy individual with a strong analytical mind who can quickly understand and communicate complex issues in a simple manner. 

Responsibilities

  • Researching, studying new clients, and identifying their expected value from the product
  • Conducting kick-off (onboarding) training for new clients
  • Engaging with clients through their product journey and ensuring appropriate experience to increase adoption and retention
  • Renewing and upgrading subscriptions of clients proactively according to customer’s current need
  • Supporting clients through email/phone when the client has a question or a concern
  • Conducting exit interviews with churned clients
  • Monitoring clients activity in VDR, identifying potential issues in advance and addressing them with the client to keep client satisfaction on a high level
  • Conducting regular check-ins to probe the client for additional needs and assist with possible issues
  • Driving the referral program by securing satisfied client reviews and testimonials submitted
  • Developing Case study materials for Sales Executives use
  • Building and maintaining strong relationships with clients to increase client loyalty
  • Being involved in project activities to improve the Customer Success Process or launch a new type of Customer Success
  • Managing Enterprise clients in close cooperation with Business Development and Project Management Office Teams
  • Requirements

  • Native Chinese language
  • Fluent English language skills 
  • 5-10 years of work experience as customer success or customer relationship manager in the APAC region
  • Customer-driven personality, empathetic with emotional intelligence skills
  • Excellent communication, interpersonal, and presentation skills
  • Great relationship-building skills and ability to adjust to a communication style of a client
  • Analytical skills and attention to detail
  • Passion for international cooperation and professional development
  • Readiness and enthusiasm to take over additional tasks when necessary; responsibility and proactive work ethic
  • What we Offer

  • Attractive and competitive salary (no incentives)
  • 13th salary as part of annual compensation
  • Opportunities for professional development and personal growth
  • International team and ability to work in a global corporate culture
  • iDeals Wellness Package 15 000 RMB to cover any medical expenses, including insurance
  • Unlimited paid vacation and sick leave as agreed with the manager. We genuinely believe every iDealer is mature enough to manage their working time efficiently
  • Regular performance and salary reviews
  • Unlimited learning and development activities that aim to develop individual skills/competencies and directly impact your results. It includes different webinars, courses, seminars that develop your hard skills.
  • $1,000 budget for attending inspiration and networking events, such as conferences. We believe that such events inspire, increase the energy and enthusiasm level for new achievements.
  • OKR-based planning – transparent strategy
  • Convenient office location: 7F, BRICS Tower Center, No.333 Lujiazui Ring Road, Shanghai
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    With more than 12 years in a highly competitive market, iDeals, an international B2B SaaS product company, has won the trust of thousands of clients around the globe. Our virtual data rooms guarantee information security for multibillion-dollar deals, startup investments, biotech research, and many other cases. Critical thinking, a data-driven approach, and a friendly atmosphere help our team of almost 200 people on 5 continents to achieve much more.

    iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.