Appier is a technology company which aims to provide artificial intelligence platforms to help enterprises solve their most challenging business problems. Appier was established in 2012 by a passionate team of computer scientists and engineers with expertise in AI, data analysis, distributed systems, and marketing.
About the role
We are seeking an Associate Director of Customer Success , who will manage the customer success function of key accounts within Appier’s enterprise solutions business unit in the GCR region. This role is based in Taipei, Taiwan.
The primary goal of the customer success team is to generate solutions from both business and technical perspectives, and successfully implement them at the customer site. This will require excellent communication skills to help coordinate and manage requirements and expectations of Appier’s customers.
Responsibilities of the role
- Manage a book of business comprised of the largest client accounts within the Enterprise business
- Grow and contribute to Appier’s growth strategy with a key focus on customer satisfaction, customer renewals, and customer upsells
- Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
- Respond quickly and effectively to customers’ challenges and issues with the product; learn effectively from experience to improve team processes and the product
- Evaluate existing customer on-boarding program and make additional improvements to better drive both immediate and sustained adoption
- Collaborate with leaders in the sales, product and tech team to make sure mutual objectives are met in support of client satisfaction
- Serve as lead spokesperson and agent for Customer Success in the region
About you
- Degree in a related field
- At least 6 years of Customer Success or Account Management experience at a high growth SaaS company or agency setting; proven experience in enterprise/strategic client management is a must. Proven leadership capacity is preferable
- A background with Digital marketing and online advertising experience
- Strategic thinker with deep analytical skills; ability to develop frameworks, gather data and leverage on tools to help structure the team’s operations, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems and to drive performance of the team
- Native Chinese speaker, excellent English written and verbal communication and interpersonal skills; Cantonese language ability is advantageous
- Technical and SaaS experience and an ability to speak to technical customers in their language is deeply advantageous
- Fast-learner, ability to strive in a fast-paced environment
- Strong organizational and people management skills
- Effective and productive collaborator to drive cross-functional initiatives
- Excellent communicator with strong presentation skills
- Sales/pre-sales experience a plus
Why join us?
We believe in building a great working environment where passionate individuals can give their best, and to get to work with a talented team. To reward Appiers for their contribution, we also work hard to offer perks and benefits to make their life better
Perks and benefits
- Company office locations at the heart of the central business district (CBD) in all our countries.
- Well stocked pantry with snacks and drinks
- Competitive salary
- Equity in one of the most exciting Artificial Intelligence startups in Asia
- Health insurance for all employees
- Frequent company and team gatherings to celebrate success and life in general