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Senior Customer Success Manager - Greater China

Impact

Shanghai, CN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Cloud Business Apps
  • Post Date: 05/13/2024
  • Website: impact.com
  • Company Address: 223 E. De La Guerra St, Santa Barbara, CA, 93101

About Impact

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more.

Job Description

Our Company:

At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!

impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal, Fanatics and Levi’s, visit www.impact.com.

Your Role at Impact:

As a Customer Success Manager, you will be an incredible product expert! This involves utilizing our software suite to build stronger & more successful marketing campaigns. Portraying good business sense, a solid understanding of the digital ecosystem and being a critical thinker will have you shining and growing every day at Impact.

What You'll Do:

  • Platform Knowledge : Run platform training and can 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. ensures 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, Coordinates status updates from key stakeholders under the guidance of manager.
  • Commercial Efforts: Coordinate all renewal and expansion opportunities.

What You Have:

  • 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

 

Benefits/Perks:

  • Unlimited PTO policy - take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
  • Training & Development - learning the advanced partnership automation products
  • Flexible work hours
  • 6 months primary caregiver leave
  • Private Health Insurance
  • Internet Allowance
  • Casual work environment
  • Restricted Stock Units
  • Free Affiliate & Partnerships Industry Fundamentals Certification by PXA

All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.