Specialist, Customer Success (Mandarin Speaker)

The Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement.

Requirements

• Manage high volume of customer contacts and communications through phone and email each day
• Use contact search and productivity tools to verify contact information is accurate
• Develop a level of product knowledge to speak intelligently to customers and address specific objections
• Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
• Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer"
• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
• Work with teams and management to promote a positive customer experience