1. Could you introduce yourself and tell us about you? Your current / recent jobs and employers? Previous companies and jobs?
He has been doing CS work for about 10 years now and currently holds a book of business that has a value of about 1.2M USD; he’s ensuring that all of those gets renewed and prevents customer churn as much as possible. He’s with XXXX as a Principal Customer Success Manager right now which was XXXX before they’ve acquired it; he’s involved there with SaaS social media management platform, mostly used by marketers and brands. Before this, he was with XXXX as a Customer Success Manager where he was mainly doing B2B with online language learning courses, and other responsibilities related to CS. His first job was with XXXX as a Business Development Manager and Specialist, he helped them improve their local music coverage and was there for almost 5 years of his career.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
Strongest skills would be problem-solving, he’s confident that when a client comes to him with a product issue, he can find a solution right away. He’s good with finding and uncovering their customers/clients’ needs; great with onboarding them and making sure the team knows what their clients are looking for. On top of these, he has practiced his skills in handling different things at the same time and considers this as one essential skill as a customer success.
3. Do you have the lists of key criteria’s according to the clients’ requirements?
He has more than 10 years of experience within customer success and client-facing roles within different domains; he has mainly worked with clients from marketing agencies that use their tools to provide data and analytics to their clients and brands or big companies that wants to maintain a good reputation online, most of the time he works on a B2C model rather than B2B. His network is 99% from the local market, so works with lots of Japanese customers. Has strong SaaS platform experience and has supported marketing agencies or marketing departments as well; he’s knowledgeable with Google Trends and is keen to learn more about other advertising platforms if required.
