關於Verifone digital business (前2Checkout):
Verifone Digital Business（前為2Checkout）提供領先市場、邁向全球數位商務的多合一運營平台。除了幫助客戶簡化全球支付、訂閱計費、商品銷售、稅收、法規遵從性和風險等現代商務的複雜性，我們的亞洲團隊也幫助客戶推動跨渠道的銷售增長並提高市場份額，專注於創新產品並提供卓越的客戶經驗。 我們的客戶群包括：HP, Kaspersky Lab, Malwarebytes, Wondershare等超過兩萬個全球性商戶。
請您先看這幾段影片:
關於Verifone digital business (2Checkout):
https://www.youtube.com/watch?v=ouL5K_8ag4o
我們的客戶訪談：
https://www.youtube.com/watch?v=ro6f6o8oRCw
關於這個職務:
優秀的CSM (Client Successful Manager) 能幫助我們的全球商戶能夠從 Verifone/2Checkout 中獲得最大價值，透過對平台的熟悉度還有市場的敏銳度，以及數據分析提供顧問式服務，來幫助我們的商戶超越他們的業務目標並取得驚人的成功。
CSM將會與位於亞太地區的商戶以 1:1 參與實現高影響力目標，或通過運營成功計劃來影響目標商戶群。您需要了解商戶的業務運營目標，並幫助落地執行各種可能的線上商務活動（Commerce-as-a-Service）。
我們正在尋找具有創業精神，並有興趣幫助我們建立與商戶合作的新方法的人。理想的候選人需要擁有面向客戶的技能、強大的分析思維，有時候需要跳脫框架的思考模式，並在需要捲起袖子動手做的環境中茁壯成長。如果你有以上的特質，對全球性電子商務有高度興趣或者相關經驗，我們想和你談談！
The ultimate goal of our CSM is to empower merchants to get the most value out of Verifone/2Checkout, surpass their business objectives and become outrageously successful.
Our CSM will be working with merchants either in 1:1 ; engagement for high impact objectives, or by running 1: many success programs to impact target customer groups. You need to understand merchants' business objectives and help to identify ways we can deliver increased value.
We're looking for people that have an entrepreneurial spirit and are interested in helping us build a new approach to working with merchants. The ideal candidate has incredible customer-facing skills, a strong analytical mindset and thrives in a rolling-up-your-sleeves environment. If you have this magical combination of skills, then we want to talk with you!
Responsibilities:
- Own and retain a portfolio of approximately 200 merchants, working in concert with our support and Sales Teams to deliver stellar customer experiences AND great business results in APAC.
- You will engage 1:1 with merchants during launch and with targeted merchants at key points in customer journey to ensure adoption of Verifone/2Checkout features.
- You will find opportunities to implement 1:many programs that can efficiently and effectively drive customer outcomes at scale.
- You will test program ideas and track results based on defined customer KPIs.
- You will identify common customer challenges and actively suggest better solutions.
- You will coach merchants to be product experts. Train their teams on Verifone/2Checkout methodologies and self-serve resources so they become increasingly self-sufficient.
- You will partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for merchants.
- You will create and adapt customer assets and delivery channels to maximize impact. You will help drive customer references and case studies.
- Proactively monitor your portfolio for risk and opportunity, while delivering best in class Retention, Adoption, and Customer Satisfaction
- Lead regular Customer Business Reviews and use your discovery skill set to understand and align with merchants on their strategic business objectives and needs
- Develop expert knowledge of the Verifone/2Checkout product and guide merchants to the features, tools and use cases that will deliver the most value to their businesses
- Engage your customer portfolio with creative outreach campaigns that drive excitement and adoption of the Verifone/2Checkout platform
- Be the "Voice of the Customer" and act as the customer liaison to cross-functional teams like Product, Marketing and Executive Staff. You will empathize with every aspect of the customer experience, putting merchants' needs first.
Requirements:
- 3+ years relevant work experience in a customer-facing role. SaaS customer success, account management or sales organization experience a benefit.
- Self-motivated, dedicated team player with innovative ideas to inspire customer adoption.
- Strong interpersonal skills and experience quickly building customer relationships.
- Ability to embrace mindset of continuous improvement and actively contribute to the process and procedure of the team.
- Consistent track record of highly-professional customer service in a dynamic, start-up environment.
- Creative problem solving under pressure when working through customer issues.
- Bachelor's Degree.
