To incorporate the additional responsibilities of supporting client pre-sales and after-sales, as well as handling basic administrative tasks related to marketing, the job description:
Key Responsibilities:
- Platform Management:
- Ensure the platform's operational health, performance, and security.
- Collaborate with product and engineering teams to troubleshoot issues and introduce new features.
- Analyze platform usage and customer feedback to enhance user experience and inform product improvements.
- Customer Success:
- Onboard for new customers, ensuring a seamless transition to our platform.
- Provide continuous support, education, and guidance to customers to maximize their success with our product.
- Develop strong relationships with key accounts, serving as the primary contact for any product-related inquiries or issues.
- Identify and pursue upsell and cross-sell opportunities in collaboration with sales and marketing teams.
- Pre-Sales & After-Sales Support:
- Assist the sales team with technical demos, presentations, and discussions during the pre-sales process.
- Participate in after-sales support activities, ensuring customers are satisfied with their purchase and addressing any post-sales concerns or questions.
- Marketing Support:
- Perform basic administrative tasks for the marketing team, such as content updates, reports tracking, and coordinating marketing materials.
- Support the execution of marketing strategies to enhance product visibility and lead generation.
- Collaborate with the marketing team to gather and analyze market intelligence to inform sales and marketing strategies.
Requirements:
- Bachelor's degree in Business, Computer Science, Information Technology, or related field.
- 2+ years of experience in customer success, product operation, sales support, or a related role in a SaaS or technology company.
- Strong technical understanding with the ability to demonstrate and explain software products.
- Excellent communication, interpersonal, and customer service skills.
- Proven ability to work effectively in both independent and team settings.
- Experience with CRM, marketing automation tools, and analytics platforms.
- Flexibility to adapt to changing priorities and manage multiple tasks simultaneously.
- Bilingual in both English and Mandarin (to liaise with clients and colleagues based in China where their primary language is Mandarin)
