About ZZG

ZZG is a solution provider for key enabling technologies. We build, manage and track new channels based on most popular instant messaging platforms such as WhatsApp Business API that enables businesses to communicate with their customers in real-time. ZZG provides a range of products and services designed for conversational commerce on the new generation c-commerce connectivity platform named ZZGate. With our conversion tracking solution P2S, you can seamlessly track your Facebook Ads conversions even if when you use instant messaging platforms like WhatsApp.

Job Description

We’re specifically looking for a customer success manager who will roll up their sleeves and be a part of team from inside the trenches. As a key member of our leadership team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant digital or advertising client experience and a demonstrated record of analyzing and optimizing campaigns.

Objectives of this Role

Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

Establish a trusted and strategic advisor relationship to help drive continued value of our products and services (ZZGate Chat & ZZGate Signals)

Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

Maintain existing customer success metrics and data as directed

Daily and Monthly Responsibilities

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

Collaborate, problem solve, and/or strategize upcoming client meetings with team members

Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in short and long term customer success scores to identify areas of improvement

Work with the sales and marketing team to drill customer references and develop case studies

Required Skills and Qualifications

3-5 years of experience in communications, marketing, sales, account management, or customer success

Strong verbal and written communication, strategic planning, and project management skills

Analytical and process-oriented mindset

Comfortable working across multiple departments in a deadline-driven environment

Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred Qualifications

Bachelor’s degree

Previous experience on e-commerce or SaaS solutions is a plus

Event planning experience is a plus