Customer Success Manager at Globalizationpartners

About Us Our leading SaaS-based Global Employment Platform™ enables clients to expand into over 180 countries quickly and efficiently, without the complexities of establishing local entities. At G-P, we’re dedicated to breaking down barriers to global business and creating opportunities for everyone, everywhere. Our diverse, remote-first teams are essential to our success. We empower our Dream Team members with flexibility and resources, fostering an environment where innovation thrives and every contribution is valued and celebrated. The work you do here will positively impact lives around the world. We stand by our promise: Opportunity Made Possible. In addition to competitive compensation and benefits, we invite you to join us in expanding your skills and helping to reshape the future of work. At G-P, we assist organizations in building exceptional global teams in days, not months—streamlining the hiring, onboarding, and management process to unlock growth potential for all. About The Position: Native Chinese speaking Customer Success Manager responsible for managing and growing customer relationships across Greater China. The role focuses on driving adoption of EOR hires, retention of customer, expansion, cross-sell and overall customer success through strong language capability, cultural understanding, and high touch engagement in a fast growing market. What You Will Do: Customer Engagement • Manage all post-sales activity for G-P’s customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution • Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments • Fully accountable for customer retention by conducting occasional check-in calls across a wide range of customers for tactical items and perform strategic business reviews, with the ultimate focus on minimizing churn • A key measure of success will be your ability to maintain the highest levels of CSat and NPS for your assigned Customers • Continually monitor and update customer health records Sales Excellence • Develop high-level knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews • Educates decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes • Proactively seek out and be fully accountable for revenue growth of your Customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; seek opportunities to expand key customer contact networks to unlock potential of how G-P’s products can support across the customers’ business. • Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes and align the right solution for customer needs to generate expansion opportunities. • Responsible for outreach to Customers who have left within the previous 12 months by keeping them aware of changes to G-Ps offerings and services. Customer Advocacy • Function as the “voice of the customer” and provide feedback to internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers. • Help identify customers who would be good references and work with Marketing to create case studies Product & Industry Expertise • Proactively builds and maintains a strong knowledge of G-P’s product landscape, solutions, and business priorities • Strong GPP knowledge, and can share best practices and train customers to drive product adoption. • Gain understanding of competitive landscape to demonstrate differentiation to customers Project Management • Support customers in projects to enable a seamless implementation of G-P’s products, onboardings and offboardings • Participate in cross-functional projects that impact the evolution of our customer experience, leveraging your experience and best practices to drive projects to completion. What We Are Looking For: Minimum Requirements: • 3+ years of experience in Customer Success, Account Management, Business Development, or another customer-facing role • Native Mandarin proficiency, in additional to English, is required • Experience of developing strong relationships with a high volume of customers • Exceptional prioritization skills when managing multiple accounts • Comfortable with technology • Influencing skills • Self-motivated with the ability to own and drive initiatives to completion; able to take a strong degree of ownership over their work • Assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible; ability to think strategically and execute tactically • Interpersonal skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams at G-P; ability to leverage relationships to drive growth • Outstanding communication and presentation skills; able to influence and effectively communicate with all levels; good listener and empathetic • Adopts a business perspective when assessing situations and making decisions, with the ability to understand how those decisions will impact the business internally and the customer objectives • Driven by passion for customers, be it making them successful in all dealings with G-P or retaining their business if at all possible Preferred Qualifications: • Project management and/or business planning • SaaS or HCM experience • Knowledge of EOR/global expansion industry • Salesforce, CSM/CRM Actual compensation for this position may vary and will depend on multiple factors such as relevant qualifications, experience, education, and geographic location. For Full-Time Regular Employees, this position is also eligible for additional compensation as follows: • Sales Roles: This position is eligible for a commission structure in addition to base salary. • Non-Sales Roles: This position is eligible for an annual bonus which is paid dependent on various factors, including and without limitation, individual and company performance in addition to base salary. Benefits G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, spending accounts, medical insurance, dental insurance, vision insurance, sabbatical after 5 years and more. Individuals residing, or applying to work, in the United States: California or Philadelphia, Pennsylvania, please review the following additional information: G-P will consider qualified applicants with arrest or conviction records in accordance with the California Fair Chance Act, Los Angeles City Fair Chance Act Ordinance, Los Angeles County Fair Chance Act Ordinance, and San Francisco Fair Chance Act Ordinance. Los Angeles applicants can review additional information regarding the Los Angeles City Fair Chance Act here: Fair Chance Initiative for Hiring Ordinance, and Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: Fair Chance Poster. Any consideration of a candidate’s background check with arrest or conviction records will include an individualized assessment based on the factors required by applicable law, including the candidate’s specific record and the duties and requirements of the specific job. G-P. Global Made Possible. G-P is a proud Equal Opportunity Employer, and we are committed to building and maintaining a diverse, equitable and inclusive culture that celebrates authenticity. We prohibit discrimination and harassment against employees or applicants on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other legally protected status. G-P also is committed to providing reasonable accommodations to individuals with disabilities. Individuals with disabilities are encouraged to apply for these positions. If you need an accommodation due to a disability during the interview process, please contact us at [Upgrade to PRO to see contact].