QUALIFICATIONS AND JOB DESCRIPTION
About ZZG
ZZG is a solution provider for key enabling technologies. We build, manage and track new channels based on most popular instant messaging platforms such as WhatsApp Business API that enables businesses to communicate with their customers in real-time. ZZG provides a range of products and services designed for conversational commerce on the new generation c-commerce connectivity platform named ZZGate. With our conversion tracking solution P2S, you can seamlessly track your Facebook Ads conversions even if when you use instant messaging platforms like WhatsApp.
Job Description
We’re specifically looking for a customer success manager who will roll up their sleeves and be a part of team from inside the trenches. As a key member of our leadership team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant digital or advertising client experience and a demonstrated record of analyzing and optimizing campaigns.
Objectives of this Role
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services (ZZGate Chat & ZZGate Signals)
Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Maintain existing customer success metrics and data as directed
Daily and Monthly Responsibilities
Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
Collaborate, problem solve, and/or strategize upcoming client meetings with team members
Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in short and long term customer success scores to identify areas of improvement
Work with the sales and marketing team to drill customer references and develop case studies
Required Skills and Qualifications
3-5 years of experience in communications, marketing, sales, account management, or customer success
Strong verbal and written communication, strategic planning, and project management skills
Analytical and process-oriented mindset
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Preferred Qualifications
Bachelor’s degree
Previous experience on e-commerce or SaaS solutions is a plus
Event planning experience is a plus
