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Responsibilities
As the Manager, Customer Success you will be responsible for:
1.Business Development: Support the Sales team with new business development activities, assist in contract renewals and the preparation of client presentations and proposals. Analyze and report client activities, provide internal direction while building a strong collaborative framework with the Analysts and Sales teams. Participate in marketing/sales/account reporting activities, client development efforts including trials, campaigns, onsite visits, and regular interaction with clients.
2.Program Management: Build a deep knowledge of IDC’s solutions and client research needs, act as product champion internally for the subscription product portfolios. Fulfilment, refinement and development of group operational processes and procedures, and working with global representatives to shape AP products and develop efficient integrated processes.
3.Customer Success: Answer enquiries from the financial, consulting, end user and vendor community in a timely manner, ensuring they are promptly kept informed of enquiry progress. Build strong relationships with the clients, learning about their needs and apply different approaches (proactive and reactive) to ensure they are leveraging IDC subscriptions effectively. Collaborate with the analyst community across the regions, customer success counterparts and Sales network to fulfil client inquiries and needs.
Requirements:
1. Strong customer service orientation; can speak well with customers and internal stakeholders regardless of level.
2.Organized and capable of multi-tasking
3. Able to process information quickly and various information.
4. Good analytical and reporting skills
5.High attention to detail and ability to prioritize.
6. Good written and verbal communication and presentation skill
7.Demonstrate leadership qualities.
8.Adept with Microsoft Excel and PowerPoint
9.Experience in Customer Service / CRM role in a tech related company is an advantage.
10.Proficiency in written and spoken Mandarin & English