Senior 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 Customer Success professionals at manager or senior manager level 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.

Responsibilites

• Assist clients to expand their usage and adoption of enterprise solutions.
• Provide client relationship management for all assigned clients.
• Provide resources to answer clients' questions, identifying needs for account customization and further implementation where applicable.
• Perform service delivery and first-line technical support for the product implementation.
• Discussing the product definition, implementation, operation, and clarifying issues with the customer.
• Assist in renewing client contracts and cultivate upsell opportunities.
• Communicate consistently with clients throughout the contract lifecycle, escalating important issues where needed.
• Fully understand client requests, documenting and engaging appropriate resources.

About you

[Essential]

• Relevant working experience in similar functions from 1 to 3 years.
• Ability to identify requirements before the customer does and respond quickly.
• Fast learner, interested in the online advertising industry and data monitoring.
• Logically thinking and possess good time management abilities.
• Excellent communication skills to effectively convey technical information to both technical and non-technical audiences.
• Native or excellent oral and written communication skills in Mandarin and business fluency in English.
• Self-motivated, team-oriented, responsible, and focused on exceeding client expectations.

[Nice to have]

• Experience in customer engagement automation tool as customer success
• Online marketing experience or impressive presentation skill
• Knowledge in conversational commerce (e.g. chatbot)
• Knowledge in digital marketing and CRM
• Knowledge in data analytics (e.g. Google Analytics, data warehouse, SQL … etc.)
• Demonstrate knowledge in web/app technical savvy (e.g. HTML/CSS/Javascript)
• Good command of spoken and written in English/Mandarin Chinese. Proficient in either Korean/Japanese is a plus.