Customer Success Manager CPaaS
Customer Service, Sales & Business Development
Posted on Friday, May 26, 2023
At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. 8x8 CPaaS provides a cloud-based infrastructure and platform to integrate real-time communications capabilities including SMS, chat apps, voice, and video calls into applications, websites, and workflows, using APIs. With 8x8 CPaaS, organizations around the world have successfully unified omnichannel customer communications to optimize their customer experience.
Learn more on our company website at www.8x8.com and follow our pages on LinkedIn, Twitter and Facebook.
The 8x8 CPaaS Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to our customers’ unique business objectives. As the backbone and driver of account enablement, adoption, and end-user engagement, the Customer Success team is directly impacting 8x8 revenue with strong customer retention.
We are actively looking for a Junior Customer Success Manager to join our team, fluency in English and Mandarin is essential as your account base will cover South-East Asia customers with a large Mandarin speakers’ community. You will proactively build relationships, identify and mitigate risk, onboard our friendly customers and expand product. The right candidate will be adept at managing multiple priorities without sacrificing proactive customer engagement in a fast-paced, dynamic environment.
- As the first impression is the most important, you will be responsible for onboarding & training our customers to match their business needs and ensure they can use our products to maximize their return on investment.
- Manage and grow a high number of Pay as you go CPaaS customers and ensure stability of their usage by driving adoption in a fashion that fits the customer’s business goals,
- Maintain and increase monthly revenue for our commercial customers by ensuring our Quality of Service reach their business goals or by employing proven strategies which drive product adoption and customer retention.
- Analyze commercial and technical customer data to predict potential customer churn, and be a leader in executing adoption and retention plays through both internal and external resources.
- Maintain and grow stakeholder customer relationships by employing multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, and internal & external champions.
- Contribute to lifetime revenue expansion by identifying upsell opportunities via stakeholder consultations and working closely with the account management team.
- Operate cross-departmentally: represent the voice of the customer internally and create tight partnerships with sales, product and technical support to drive customer’s business goals and continued health.
- 1.5+ Years Experience in client-facing roles within Cloud, SaaS, Video, Web Collaboration, Telecommunications or technology.
- Fluent in both Mandarin and English (Bahasa and English will be considered)
- Proven track record of success with a verifiable history of reaching customer satisfaction goals
- Driven and motivated by personal, team and company achievement with a commitment to excellence
- Excels in an analytical role, with the ability to quickly assess customer needs and utilize effective problem-solving skills to meet customer demand
- Must be detail oriented with strong organization and time management skills
- Strong listening and communication skills both written and verbal with the keen ability to distill complex information to easy to understand, relevant message
- Must be passionate about customer success and be motivated by building and strengthening customer relationships through strong partnerships with both the customer and internal stakeholders
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
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