1. Could you introduce yourself and tell us about you? Your current / recent jobs and employers? Previous companies and jobs?
She is currently a Global Customer Success Manager for XXXX and also serving as Korea Country Manager where she takes care of their clients and do parts of sales such as taking calls with leads and such. On a day-to-day basis, she takes care of their major clients; they have 3 CSM managers and one of them takes care mainly of the new clients, the other one is in-charge with small and medium-sized clients, and she takes care for the large-sized clients in Korea, USA, Europe, and other Asian countries including Singapore and China. She takes onboarding calls, invoices, and keep track of their sales as well. Her function is between the engineering team and supply chain team, as well as sales team to ensure a successful deal with clients. They are a SaaS gifting platform and she makes sure that their clients are getting the experience or service that they need, forward any issues to appropriate teams, build campaigns, and involved in end-to-end delivery as well. She started off with this company as an intern where she worked with supply chain and operations team, and later on decided that CSM is the most suitable position for her. Previous to this company, she has mainly worked in the education sector as a Teacher and Tutor.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
Strongest skill would be her communication skills and believes that it’s an essential part of her job as a CSM; listening and forwarding messages, understanding what people are trying to say, and be able to see the messages/problems that their clients don’t usually mention. Aside from the CSM/Sales skillset, she also does some project management and collaborates with data analyst/engineer to check on pain points, work on organizing files/systems, and such.
3. Do you have the lists of key criteria’s according to the clients’ requirements?
She has almost 4 years of experience as a Customer Success Manager while also doing some sales function for a SaaS gifting platform; that being said, she is also good with B2B stuff and has been working on partnerships with Korea and helping them on board new partners on the backend. She also has good knowledge and interest with ecommerce since her husband works in the same industry and her current role somehow overlaps with an ecommerce type of work as well. She is directly involved in building some campaigns and different advertising strategy as well in her current company and handles about 150 clients/accounts as of the moment.
