Evergreen - Customer Success Manager at impact.com

Shanghai, Shanghai, China

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Marketing, SaaSIndustries

Requirements

2-3 years customer service experience, preferably B2B
Bachelor's Degree (Business, Marketing or related field a plus)
Consistent track record of providing stellar support to customers
Solid understanding of the digital marketing ecosystem
A healthy dose of initiative and the ability to remain flexible
Detail-oriented and able to effectively prioritize tasks
Be a critical thinker and an inventive problem-solver
Professional interpersonal skills
Enthusiastic teammate
Phenomenal conflict resolution skills
Excellent time management skills

Responsibilities

Platform Knowledge: Run platform training and consult on contracts, finance, ad tracking, and reporting
Account Management: Coordinate strategic initiatives with direction from manager
Customer Communications: Coordinate communication including customer facing messaging regarding initiatives, outages, marketing efforts, etc. under the guidance of the manager; ensure clients communication including email, ticketing, and slack is documented in SFDC
Escalation Management: Distill feedback from clients and manage creation of all necessary documentation, including JIRA ticket, project trackers, and SFDC
Project/Task Management: Follow established processes for ticket creation and project tracking utilizing JIRA, Project Plans, SFDC; coordinate status updates from key stakeholders under the guidance of manager
Commercial Efforts: Coordinate all renewal and expansion opportunities

Skills

Key technologies and capabilities for this role

Customer SuccessSaaS PlatformPartnership ManagementAd TrackingReportingPlatform TrainingDigital MarketingContract ManagementFinance

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Manager role?

You need 2-3 years of customer service experience, preferably B2B, a Bachelor's Degree (Business, Marketing or related field a plus), and a consistent track record of providing stellar support to customers.

What does the company culture at impact.com look like?

impact.com has an entrepreneurial spirit where ambition and curiosity are rewarded, opinions are valued, contributions are noticed, and employees enjoy working with fun and talented people from all over the world.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this Customer Success Manager role remote or office-based?

This information is not specified in the job description.

What makes a strong candidate for this Customer Success Manager position?

Strong candidates will have 2-3 years of B2B customer service experience, a relevant Bachelor's degree, a track record of stellar customer support, and skills in platform knowledge, account management, customer communications, escalation management, project management, and commercial efforts.

impact.com

Partnership automation platform for businesses

About impact.com

Impact.com specializes in partnership automation within the digital marketing and advertising sector. The company provides a software platform that enables businesses to manage and optimize various types of partnerships, including affiliates and influencers. This platform automates key processes such as tracking, reporting, and payment processing, which helps clients save time and resources while focusing on growth strategies. Impact.com differentiates itself from competitors through its extensive global presence, with offices in major cities around the world, allowing for localized support. The company's goal is to help enterprises and large organizations scale their growth effectively through efficient partnership management, with a revenue model based on subscription fees for access to its SaaS platform.

Santa Barbara, CaliforniaHeadquarters

2008Year Founded

$322.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees