Customer Success Manager - BotBonnie

About Appier
Appier is an AI SaaS company on a mission to make AI easy, by making software intelligent. Founded in 2012, Appier has 17 offices across APAC, U.S. and Europe and is listed on the Tokyo Stock Exchange. Visit www.appier.com for more information.

About the role

We are seeking to hire a Customer Success Manager to join our BotBonnie team in Taiwan.

Ideal candidates are the ones who can generate solutions from both business and technical perspectives, and successfully implement them at the customer site. He/She leads the implementation and integration of our Customer Engagement Automation enterprise products into our client's environment and applications.

An ideal candidate for the role will become a trusted advisor to enable clients to apply enterprise solutions to achieve their business objectives.

What you will do

• Be a consultant to help clients expand their usage and adoption of Appier Enterprise solution products
• Be a trusted partner to manage relationship for all assigned clients
• Be a professional advisor to enable clients achieving customer’s business objectives through Appier Enterprise solution products
• Be a first line support to answer clients' questions, identify needs for customized project and further implementation where applicable
• Collaborate with sales, product and tech team to be sure mutual objectives are met in support of client satisfaction
• Communicate with clients throughout the contract lifecycle, escalating important issues to ensure the renewal
• Identify and drive upsell opportunities independently by understanding customer needs, usage patterns, and business goals — proposing the right solutions at the right time to maximize account growth.

About you

[Essential]

• 3 years experience in customer success, account management, or similar client-facing roles
• Experience managing enterprise-level clients, ideally in a SaaS or fast-paced tech environment
• Familiarity with the eCommerce industry, especially in areas like on-site conversion optimization, social engagement, and marketing automation
• Excellent communication skills to effectively convey technical information to both technical and non-technical audiences.
• Strategic thinking — able to analyze customer needs, identify risks or opportunities, and proactively propose solutions
• Self-motivated, team-oriented, responsible, and focused on exceeding client expectations.
• Logically thinking and possessing good time management abilities.
• Willingness to share knowledge, collaborate, and support the growth of the team

[Nice to have]

• Background in SaaS, MarTech, or digital consulting
• Knowledge in conversational commerce (e.g. chatbot), digital marketing and CRM
• Knowledge in web/app technical savvy (e.g. HTML/CSS/Javascript)

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