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.
ResponsibilitiesResearching, studying new clients, and identifying their expected value from the productConducting kick-off (onboarding) training for new clientsEngaging with clients through their product journey and ensuring appropriate experience to increase adoption and retentionRenewing and upgrading subscriptions of clients proactively according to customer’s current needSupporting clients through email/phone when the client has a question or a concernConducting exit interviews with churned clientsMonitoring clients activity in VDR, identifying potential issues in advance and addressing them with the client to keep client satisfaction on a high levelConducting regular check-ins to probe the client for additional needs and assist with possible issuesDriving the referral program by securing satisfied client reviews and testimonials submittedDeveloping Case study materials for Sales Executives useBuilding and maintaining strong relationships with clients to increase client loyaltyBeing involved in project activities to improve the Customer Success Process or launch a new type of Customer SuccessManaging Enterprise clients in close cooperation with Business Development and Project Management Office Teams
RequirementsNative Chinese languageFluent English language skills 5-10 years of work experience as customer success or customer relationship manager in the APAC regionCustomer-driven personality, empathetic with emotional intelligence skillsExcellent communication, interpersonal, and presentation skillsGreat relationship-building skills and ability to adjust to a communication style of a clientAnalytical skills and attention to detailPassion for international cooperation and professional developmentReadiness and enthusiasm to take over additional tasks when necessary; responsibility and proactive work ethic
What we OfferAttractive and competitive salary (no incentives)13th salary as part of annual compensationOpportunities for professional development and personal growthInternational team and ability to work in a global corporate cultureiDeals Wellness Package 15 000 RMB to cover any medical expenses, including insuranceUnlimited paid vacation and sick leave as agreed with the manager. We genuinely believe every iDealer is mature enough to manage their working time efficientlyRegular performance and salary reviewsUnlimited 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 strategyConvenient office location: 7F, BRICS Tower Center, No.333 Lujiazui Ring Road, Shanghai
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.