Customer Success Manager

Who are we?

GMO Research offers an online research solution platform that allows access to our multi-panel and multi-country online panel network - Asia Cloud Panel. While we are constantly expanding our reach in Asia and globally, Asia Cloud Panel consists of over 65 million online consumer panelists across 16 APAC countries/markets, ranging from consumers to CEOs.

We are engaging people around the world, to create a resonance of people's voices and the goodwill of companies for better innovation.

Job Brief

Seeking a Customer Success Manager to Champion Client Success

We are searching for a passionate and driven Customer Success Manager to join our growing team and play a vital role in driving client satisfaction and retention. You will be responsible for handling market research sales requests, managing client accounts, and ensuring our customers achieve their research goals.

In this role, you will:

Become an expert in our market research offerings: Gain a deep understanding of our market research services and solutions to effectively address client inquiries and requests.

Navigate the sales cycle: Manage the entire sales cycle for market research projects and ensure profitability, from initial inquiries to closing deals, ensuring a smooth and efficient process.

Build and manage strong client relationships: Cultivate and maintain positive relationships with assigned clients, providing ongoing support and ensuring their satisfaction throughout the project lifecycle.

Proactively address client needs: Anticipate client challenges and proactively offer solutions, fostering client success and exceeding expectations, deliver high standards of client satisfaction.

If you are a detail-oriented individual who thrives in a customer-centric environment, we encourage you to apply!

Key Responsibilities:

• Handle Client Inquiries: Respond to client inquiries daily regarding project estimates and feasibility checks.
• Streamline Order Processing: Efficiently register incoming orders and work closely with appropriate project managers to execute fieldwork and ensure smooth project delivery.
• Ensure Smooth Client Transitions: Seamlessly transition client projects to responsible team members, ensuring clear communication and project understanding.
• Manage Project Flow: Coordinate and manage project schedules, overseeing the entire process from initial quotation to final delivery.
• Build Client Relationships: Foster positive relationships with clients through ongoing communication and proactive updates.
• Travel: Occasional travel if required

Requirements and Skills:

• Languages: Business-level fluency in Mandarin and English (both written and spoken).
• Minimum Experience: At least 5 years of professional experience, including at least 3 years in B2B sales and/or customer success roles.
• Sales Expertise: Proven track record of success in driving sales and achieving results through independent ownership of meetings with key decision-makers.
• Technical Skills: Proficient in Microsoft Office Suite, Google Suite, with strong skills in Excel and PowerPoint.

Additional Considerations / Personality & Traits:

• Detail oriented
• Team player
• Possess good communication skills

Experience in the market research industry is an advantage.

Others:

Business Hour: 9:00-18:00

Who are we?

GMO Research offers an online research solution platform that allows access to our multi-panel and multi-country online panel network - Asia Cloud Panel. While we are constantly expanding our reach in Asia and globally, Asia Cloud Panel consists of over 65 million online consumer panelists across 16 APAC countries/markets, ranging from consumers to CEOs.

We are engaging people around the world, to create a resonance of people's voices and the goodwill of companies for better innovation.

Job Brief

Seeking a Customer Success Manager to Champion Client Success

We are searching for a passionate and driven Customer Success Manager to join our growing team and play a vital role in driving client satisfaction and retention. You will be responsible for handling market research sales requests, managing client accounts, and ensuring our customers achieve their research goals.

In this role, you will:

Become an expert in our market research offerings: Gain a deep understanding of our market research services and solutions to effectively address client inquiries and requests.

Navigate the sales cycle: Manage the entire sales cycle for market research projects and ensure profitability, from initial inquiries to closing deals, ensuring a smooth and efficient process.

Build and manage strong client relationships: Cultivate and maintain positive relationships with assigned clients, providing ongoing support and ensuring their satisfaction throughout the project lifecycle.

Proactively address client needs: Anticipate client challenges and proactively offer solutions, fostering client success and exceeding expectations, deliver high standards of client satisfaction.

If you are a detail-oriented individual who thrives in a customer-centric environment, we encourage you to apply!

Key Responsibilities:

• Handle Client Inquiries: Respond to client inquiries daily regarding project estimates and feasibility checks.
• Streamline Order Processing: Efficiently register incoming orders and work closely with appropriate project managers to execute fieldwork and ensure smooth project delivery.
• Ensure Smooth Client Transitions: Seamlessly transition client projects to responsible team members, ensuring clear communication and project understanding.
• Manage Project Flow: Coordinate and manage project schedules, overseeing the entire process from initial quotation to final delivery.
• Build Client Relationships: Foster positive relationships with clients through ongoing communication and proactive updates.
• Travel: Occasional travel if required

Requirements and Skills:

• Languages: Business-level fluency in Mandarin and English (both written and spoken).
• Minimum Experience: At least 5 years of professional experience, including at least 3 years in B2B sales and/or customer success roles.
• Sales Expertise: Proven track record of success in driving sales and achieving results through independent ownership of meetings with key decision-makers.
• Technical Skills: Proficient in Microsoft Office Suite, Google Suite, with strong skills in Excel and PowerPoint.

Additional Considerations / Personality & Traits:

• Detail oriented
• Team player
• Possess good communication skills

Experience in the market research industry is an advantage.

Others:

Business Hour: 9:00-18:00