Customer Success Manager

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with.This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

Responsibilities

Operational follow-up:

• Manage users' requests and inquiries
• Manage and monitor users' actions and public reviews
• Ensure the transmission of policy launch-out to the concerned service

Management & Coordination :

• Day to day management and response to italki users' emails
• Diagnosis of the existing student and teacher support across departments
• Identify best practices to improve procedural guides and keep them updated according to new actions (new releases, system update, new policy etc.)

Guarantee process and schedule :

• Follow-up & monitoring with each new policy
• Help to improve the request management process
• Build schedules of policy announcements and ensure their compliance
• Ensure customer success training for the stakeholders

Requirement

• Bachelor’s degree, English or related majors preferred
• 2-4 years online and offline customer facing experiences
• Experience in troubleshooting, identifying and resolving customer related issues
• Strong proficiency with customer service software, databases and tools such as Zendesk, Jira, Confluence, Google Analytics.
• Consistent track record of achieving high levels of Customer satisfaction and ability to execute against key success metrics, benchmarks, and company goals
• Strong reporting ability, and able to clearly summarize and report the operation status of a policy announcement based
• Strong interpersonal skills, excellent communications and manner with internal and external customers at all levels
• Results-orientation, faculty-centric, Inspire dedication, strong ownership
• Excellence in presentation, spoken and written skills in English

Plus

• Passion for languages with language skills in addition to required Mandarin and English
• ​Experience in high tech, software development, education technology industries
• ​Experience in growing and scaling company growth or start up team experience
• ​Experience in companies with global / regional presence with multiple offices across different