Responsibilities
1. Client Lifecycle Management
Serve as the primary point of contact fclients, managing day-to-day communication relationships; drive renewals upsell opportunities; monitclient health engagement, proactively supporting at-risk accounts; gather client needs develop operational strategies to help achieve business goals.
2. Package Delivery & Execution
Execute deliverables within client service packages, currently focused on social media content; accurately collect communicate client content requests feedback to internal teams fproduction revisions.
3. Issue Resolution & Internal Coordination
Provide prompt responses to client issues help resolve business problems; serve as the liaison between clients internal teams (Product, Engineering, etc.), driving issue resolution ensuring a high level of client satisfaction.
4. Data Tracking & Proactive Intervention
Maintain accurate client records delivery logs; analyze client usage data (e.g., activity levels feature adoption) to identify churn risks upsell opportunities, develop timely intervention strategies; prepare regular data summaries finternal review to continuously improve delivery efficiency the overall client experience.
Skills & Qualifications
Requirements
1.Bachelors degree above.
2.Fluent in spoken written English, with the ability to communicate confidently naturally in client-facing situations, including day-to-day conversations, issue resolution, service updates. Conversational fluency is required; test-oriented English proficiency alone is not sufficient.
3.2+ years of experience in Account Management, Customer Success, other client-facing roles. Experience in SaaS cross-border business is a plus.
4.Familiarity with majsocial media platforms the ability to accurately understclients social media-related needs.
Core Competencies
1.Quick learner, with the ability to rapidly adapt to new tools products thrive in tool-driven workflows.
2.Strong service mindset, with the ability to think from the clients perspective identify business opportunities while solving problems.
3.Strong communication skills, with the ability to clearly explain service progress deliverables to non-technical clients.
4.Self-motivated able to prioritize tasks work independently in a cross-time-zone environment with minimal supervision.
Nice to Have
1.Experience in social media operations cross-border brmarketing.
2.Experience in the restaurant, retail, local services industries.
3.Familiarity with the U.S. market experience supporting English-speaking clients.
