Customer Success Manager, APAC – Mandarin & English Fluent

Stellenbeschreibung:

Serve as the primary point of contact for customers and agency partners in Mandarin and English
Develop deep understanding of customer business objectives, challenges, and success metrics
Respond to customer inquiries and resolve issues promptly
Drive customer adoption, usage, value realization, satisfaction, retention, and growth
Match customers with suitable affiliates in the Levanta marketplace with publisher development
Collaborate with sales to identify upselling and cross-selling opportunities
Conduct regular customer check-ins and address concerns
Advocate for customers internally and provide product feedback
Monitor customer health and satisfaction metrics to mitigate churn and increase retention
Maintain knowledge of Levanta's platform, industry trends, and best practices
Collaborate cross-functionally with sales, engineering, product, and publisher development teams

Requirements

Fluency in English (spoken and written) is required
Native or fluent proficiency in Mandarin (spoken and written) is required
Ability to train on US East Coast hours; working hours will be in China Standard Time
Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, or similar
Background in e-commerce or affiliate marketing is strongly preferred
Excellent communication and interpersonal skills
Strong problem-solving and decision-making abilities
Ability to work collaboratively across cross-functional teams, including sales, marketplace, and publisher development
Experience working with CRM software and business intelligence tools
HubSpot knowledge and experience is a plus
Must have a permanent address in one of the specified hub states: California, Florida, New York, Ohio, Utah, Texas, Michigan, Washington, Colorado, Massachusetts, North Carolina, Pennsylvania, or DC

Core Competencies

Demonstrates fluency in Mandarin and English, with a strong focus on customer success and retention strategies. Proven ability to collaborate cross-functionally and leverage CRM software to drive customer satisfaction and growth.