· Design, execute, and continuously optimize company's Southeast Asia after-sales service operation strategy to ensure customer satisfaction and retention rates meet targets.
· Lead and manage after-sales operations team, including functions such as customer support, technical support, and customer success.
· Develop and maintain efficient customer support processes and standard operating procedures to ensure timely resolution and proper handling of customer issues.
· Develop and implement customer training plans to help customers in better understand and use of products, enhance customer satisfaction and product stickiness.
· Coordinate cross-departmental collaboration, closely collaborating with sales and product development teams to address customer issues and continuously improve products and services.
· Analyse customer feedback and data, identify problems and marketing opportunities, propose improvement suggestions and optimization plans.
· Manage the performance and resources of the after-sales operations team to ensure efficient operation and achievement of operational goals.
· Regularly report after-sales service operation status and customer feedback to the management, provide improvement suggestions and strategic planning.
Requirements
· Bachelor's degree or above from a domestic university ranked 211 or above, or overseas institutions ranked in the top 200 by QS.
· Over 10 years of experience in relevant field, including after-sales service or customer success in overseas market of SaaS products.
· Strong customer-oriented thinking and problem-solving abilities, capable of respond quickly to customer needs and providing high-quality solutions.
· Outstanding leadership and team management skills, able to motivate and guide teams to achieve performance goals effectively.
· Excellent analytical and problem-solving skills, capable of independent thinking and quickly addressing various challenges.
· Good resilience and teamwork spirit, able to maintain high efficiency and quality performance in a fast-paced and changing work environment.
· Strong business insights and market sensitivity, able to grasp market trends and customer needs, and provide effective suggestions for the company's business development.
· Fluent in both English and Chinese to communicate with Chinese associate.
