1. Could you introduce yourself and tell us about you? Your current / recent jobs and employers? Previous companies and jobs?
He is currently working as a Customer Success Manager for XXXX where he they provide a subscription-based business model for the SaaS platform. Currently, they have around 120 accounts in total and he’s the only CSM in Korea so he’s handling all their clients, meet regularly with them to discuss the market trend in Korea, help them to grow more and more every year, and manage their contracts as well (renewals, retention). Apart from that, he’s one of the contact person for their clients when it comes to simple technical issues and inquiries. Before this, he was a Customer Success for XXXX where he also did the same thing for XXXX, but this one is a B2C model since it’s an EduTech platform for students and parents. He also was an Operation Manager for XXXX previously, which was focused on wholesale and retail industry (mostly cosmetics and beauty items), he oversaw all the trend for different ecommerce platforms in Korea. He started off with more technically-involved roles during earlier years of his career including Project Manager, CS Team Lead, and Tech Support Specialist.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
Strongest skill would be his negotiation skills and making good relationships with their client since he has been doing customer success and operation management for many years now. One of his KPIs is to make over 99% retention rate and for the past 6 months, he has exceeded that number; they also have upselling and cross-selling KPIs where he tries to upgrade their client’s current subscription plan but their company’s focus is more on retention and also getting new clients where he works closely with the sales team.
3. Do you have the lists of key criteria’s according to the clients’ requirements?
He has more than 5-6 years of experience in customer success and is exposed to industries including hospitality, F&B, ecommerce, and retail; he has been into B2B and B2C environments for SaaS and tech platforms as well. During his time with previous company, he was overseeing ecommerce and retail industry so he has built a network of contacts already within the same space that he can reconnect to if needed. Proven experience handling multiple accounts and is currently handling all 120 accounts by himself since he’s the only CSM in Korea.
