Customer Success Manager, Lark

4 days ago

Jakarta, Indonesia ByteDance Full time

Lark

Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.

Lark APAC Customer Success Team
We're a dedicated Customer Success Management (CSM) team committed to ensuring our customers' triumphs. We're not just problem solvers - we're partners in achieving success. Our customer-centric approach, fueled by empathy and expertise, ensures that our customers' goals are our goals. From proactive solutions to data-driven insights, we're dedicated to maximizing our customers' experience. Welcome to a team committed to your success journey

This role will be based in Jakarta Indonesia and will report into the regional lead based in Singapore.

Job Responsibilities
- You'll be responsible for onboarding and guiding customers across the APAC region (with a focus on the Indonesia market), ensuring a seamless implementation experience.
- You'll play a pivotal role in amplifying active usage by cultivating deep and broad usage with the Lark product. This entails introducing new product features and sharing best practices with the customers.
- Your commitment to excellence directly contributes to building an exceptional customer experience with the Lark product, ultimately minimizing customer churn.
- By nurturing relationships with identified accounts, you'll become a trusted advisor to decision-makers and executive buyers, reinforcing enduring partnerships.
- You'll be responsible for driving desired customer outcomes by collaborating with the relevant internal and external stakeholders.
- Develop reporting and insights for the Customer Success team is also critical, so as to track value delivery to customers and to provide greater visibility to internal stakeholders.

**Minimum Qualifications**:

- You have prior experience in a product and customer-facing role in a B2B context.
- You're an independent initiator: You're a catalyst for action. As a self-starter, you proactively engage with customers, driving initiatives even when physically apart from the team. Your independence and proactive nature enable you to thrive in remote environments, ensuring exceptional customer engagement and success.
- You're an effective communicator in both Bahasa Indonesia and Mandarin Chinese: Your clear and concise communication style ensures that complex concepts are easily understood, facilitating seamless interactions with both technical and non-technical stakeholders. Business fluency in both languages is required to liaise with external Bahasa and Chinese speaking customers in the region/market.
- You possess empathetic engagement: Your ability to genuinely connect with customers on their needs and challenges sets you apart. You're adept at listening, understanding, and responding empathetically to build strong relationships.
- You excel at strategic partnerships: You see beyond the immediate and understand the bigger picture of the customer's business goals. Your focus on establishing a strategic partnership ensures mutual success.

**Preferred Qualifications**:

- You have relevant experience within the B2B SaaS industry.
- You embody a mission-driven mindset. You think strategically when driving results, dedicated to achieving measurable outcomes, and approach your role with a sense of ownership and accountability.
- You thrive in a startup environment. We're essentially a startup, and you'd be working in a fast-paced and dynamic environment. You will need to possess an entrepreneurial mindset and be comfortable with constant changes and ambiguity. You're down-to-earth and willing to wear multiple hats and roll up your sleeves to tackle tasks, no matter how big or small.
- You're a difference maker. You possess the drive and passion to be a true difference maker within our organization. You're not limited by your roles and responsibilities and have the ability to think out of the box, consistently bringing fresh perspectives and creative ideas to the table.

**What We Can Offer**:

- A dynamic and highly motivated team environment that encourages open idea sharing and fosters healthy debates to propel our product to new heights.
- A unique combination of resources of a large company and nimbleness of a startup. You will experience a dynamic work environment where your contributions are valued, and you have the resources to pursue innovative projects and ideas.
- Long-term growth opportunities and the potential to expand responsibilities.
- A dynamic office workspace that fosters in-person collaboration and innovation amo

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