Job description for Customer Success Manager at Digimind Pte Ltd
👋🏻 Who we are.
We are Digimind (an Onclusive Company), a global software company that provides market intelligence and social media listening solutions to our customers.
We work with 600+ of the world's best brands and agencies, including Friesland Campina, Nestle, Ford, Lenovo, Ogilvy and P&G to name a few.
We have offices in NYC, Paris, Singapore, Rabat, Buenos Aires, Madrid, Grenoble and Amsterdam.
🕵️ What we are looking for.
Digimind is looking for a Customer Success Manager to join our team in APAC. Talented, dedicated and enthusiastic, your role will be to provide best-in-class customer experience to our clients.
Responsibilities include but not limited to:
Manage platform’s implementation (setup, fine tuning)
Develop and maintain a deep knowledge of the Digimind solutions to be seen as the Technical expert.
Gain an understanding of typical business challenges faced by our customers to appropriately map use cases and features within the Digimind product suite.
Platform troubleshooting and Q&A with the clients over emails/live chat or screen sharing tools
Monitor key performance metrics across assigned client portfolio to ensure satisfaction, adoption, consumption and ultimately renewal likelihood.
Support during Kick off meetings and strategic business reviews with clients
Usage of AI tools and automation platform is a big plus
Proactively identify issues that may impact a project and consult with internal resources to resolve potential issues.
Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap
Animate functional trainings on the platform once you have mastered all aspects of the Digimind platform
💪 What you bring.
2-3 years of experience in client support for enterprise solutions or data/startup customer-facing role;
Complete professional fluency in English is required;
2 or 3-year college degree or equivalent required;
Subject matter expertise in one of the following domains: Social Media Analytics, Digital Marketing, Competitive Intelligence, Knowledge Management, Business Intelligence, Account Management;
Outstanding writer and communicator with strong presentation skills;
Positive attitude, competitive, confident personality with strongly developed persuasive skills and a customer-focused orientation;
Proven track record of success in customer support and retention;
Strong technical background;
Proactive methods, unparalleled work ethic and hunger to learn.
👐 What we offer.
A great on-boarding during which you’ll receive expert training to help you master our suite of proprietary market intelligence and social listening tools
The opportunity to work in the world of social media and big data with an international team of passionate professionals
Rapidly developing business, you will be a key part of the expansion
Flexibility: you can work remotely from home or work from the office of our partner in Jakarta
