Omnisend
Customer Experience
TeamLeadofAccountExperts(ChineseSpeaking)
“Team Lead of Account Experts (Chinese Speaking) at Omnisend. Skills: Customer Success Management, Team Leadership, Account Management, Customer Retention. Lead team of Account Experts. Coach team of Account Experts”
Industry & Context.
Problem-solving
What They're Looking For.
Must Have
2+ years experience Customer Success, 2+ years experience Account Management, 2+ years experience ecommerce, 2+ years experience SaaS, Experience leading team, Experience mentoring team, Experience coaching team, Experience owning book of business, Experience supporting book of business, Experience owning customer portfolio, Experience supporting customer portfolio, Experience owning regional customer, Experience supporting regional customer, Understanding customer success best practices, Understanding retention, Understanding adoption, Understanding customer health, Understanding account management, Understanding digital marketing metrics, Ability identify churn risks, Ability identify customer health signals, Ability identify opportunities improve customer, Confidence discuss business topics, Confidence discuss renewal topics, Confidence discuss cancellation topics, Confidence discuss retention topics, Confidence discuss growth topics, Ability work with data, Ability make data-informed decisions, Fluency in English, Fluency in Chinese
Nice to Have
Ecommerce strategy knowledge, Email marketing knowledge, SMS marketing knowledge, Product adoption knowledge, Retention knowledge, Renewals knowledge, Difficult customer knowledge
What You'll Do.
Lead team of Account Experts
Coach team of Account Experts
Develop team of Account Experts
Oversee Chinese speaking book of business
Take ownership regional customer health
Take ownership regional customer retention
Take ownership regional customer satisfaction
Take ownership regional client value realization
Monitor renewal readiness
Monitor account health
Support team complex customer issues
Support team strategic customer issues
Support team high-value customer issues
Support team at-risk customer issues
Coach Account Experts ecommerce strategy
Coach Account Experts email marketing
Coach Account Experts SMS marketing
Coach Account Experts product adoption
Coach Account Experts retention
Coach Account Experts renewals
Coach Account Experts difficult customer situations
Ensure APAC customers onboarded successfully
Ensure APAC customers receive guidance setup
Ensure APAC customers receive guidance migration
Ensure APAC customers receive guidance warmup
Ensure APAC customers receive guidance campaigns
Ensure APAC customers receive guidance automations
Ensure APAC customers receive guidance ongoing account management
Review customer dashboards
Review team performance
Ensure timely follow-up
Own first-level customer escalations
Drive consistency customer communication
Drive consistency account planning
Drive consistency QBRs
Drive consistency documentation
Drive consistency best-practice sharing
Share customer insights
Share customer trends
Share customer feedback
Foster culture accountability
Foster culture ownership
Foster culture collaboration
Foster culture continuous improvement
How You'll Work.
Team & Collaboration
Customer Success team collaboration
Communication Scope
Business communication; Renewal communication; Cancellation communication; Retention communication; Growth communication
Applying for this Team Lead of Account Experts (Chinese Speaking) role?
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