About dipp

Founded in the U.S. in 2018, dipp is a brand asset management solution that allows the production and organization of brand resources like visual guidelines, product photography, catalogs, and visuals so the various roles within a marketing department can collaborate on e-commerce sales and marketing projects with our suite of automation and integration services.

Objectives

We’re not looking for an employee who follows clear instructions.p

We are looking for a teammate who can work alongside both co-founders (business and product design) as the client-facing representative to support and grow with our clients as dipp continues to improve our technology. The ideal candidate is not only a problem solver but a proactive partner to our clients to help them overcome and improve e-commerce sales and marketing challenges with the use of our solution.

About this role

Dipp is seeking a Customer Success Manager to join our growing team. The ideal candidate has at least 2 years of sales and/or customer support experience at a B2B SaaS company, preferably in the marketing industry. This candidate should have a strong ability to understand visual compositions and to use design software specifically Adobe Photoshop. In addition, the candidate needs to be well-versed in e-commerce marketing workflow for both online marketplaces and brand.com and be able to communicate with clients in both online and offline settings to provide solutions to improve their process.

Responsibilities

External

• Onboard new clients by assisting them with setting up and navigating our platform
• Establish activation plans with clear milestones for the clients and their end-users
• Monitor platform usage of active clients and propose ways to increase activity
• Interact with active clients to provide new feature updates and ways to improve their workflow
• Revive lost accounts by learning about their needs and providing solutions
• Upsell services and products

Internal

• Work with the department supervisor to establish clear client retention goals
• Review customer feedback, complaints and concerns and seek to improve the customer experience
• Create training courses and educational materials to be used as customer support materials
• Establish a customer support process with mediums including but not limited to live chats, help desks, emails, and phone calls

Technical requirements

• Experience with marketing and sales workflow and requirements of online marketplaces and brand.com platforms
• Experience with e-commerce graphic design and the ability to think structurally about visual compositions
• Experience with Adobe Illustrator and Photoshop
• Experience with customer relationship management through the use of 3rd party software and spreadsheets
• Experience with customer success KPI and metric establishments
• Fluent in Mandarin Chinese and English

Professional requirements

• Strong communication skills
  • Ability to clearly understand client concerns to provide short-term solutions and feedback internally on potentially long-term improvements
  • Ability to strategize and communicate potential improvements to clients' existing workflow
  • Ability to foresee and communicate potential problems and client needs internally
• Articulate client requirements through clear presentations of the use cases and before/after user experience