Lead Team of Account Experts, Chinese Speaking

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Omnisend

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🛍️ eCommerce

☁️ SaaS

eCommerce • Marketing • SaaS

Omnisend is an email and SMS marketing automation platform designed to help eCommerce businesses effectively reach and engage their customers. With a suite of tools for building customer relationships through email and SMS campaigns, Omnisend offers features such as segmentation, automation, and reporting to optimize marketing efforts. The platform integrates with numerous eCommerce tools, making it easy to manage customer interactions from one place. Omnisend's user-friendly interface allows businesses to create personalized, on-brand experiences for their customers, all while aiming to enhance sales through targeted marketing strategies.

📋 Description

• Lead, coach, and develop a team of Account Experts; • Oversee the Chinese speaking book of business and take ownership of regional customer health, retention, and client success; • Monitor churn risk, adoption, engagement, renewal readiness, and overall account performance; • Support the team with complex, strategic, high-value, or at-risk customer accounts; • Coach Account Experts on ecommerce strategy, email and SMS marketing, product adoption, retention, renewals, and difficult customer conversations; • Ensure APAC customers are successfully onboarded and receive the right guidance across setup, migration, warmup, campaigns, automations, and ongoing account growth; • Review customer dashboards, team performance, workload, and open issues to ensure timely follow-up and strong execution; • Own first-level customer escalations for the book of business; • Drive consistency in customer communication, account planning, QBRs, documentation, and best-practice sharing; • Share customer insights, risks, trends, and feedback with the Customer Success team; • Foster a culture of accountability, ownership, collaboration, and continuous improvement.

🎯 Requirements

• 2+ years of experience in Customer Success, Account Management, ecommerce, SaaS, or a similar customer-facing role; • Experience leading, mentoring, or coaching others; • Experience owning or supporting a book of business, customer portfolio, or regional customer segment; • Strong understanding of customer success best practices, retention, adoption, customer health, and account ownership; • Good understanding of digital marketing metrics, including opens, clicks, conversions, revenue, engagement, and retention; • Ability to identify churn risks, customer health signals, and opportunities to improve customer outcomes; • Confidence in discussing business, renewal, cancellation, retention, and growth topics with customers; • Strong communication, prioritization, and problem-solving skills; • Ability to work with data and make data-informed decisions; • A proactive, adaptable, and customer-centric mindset; • Familiarity with tools such as Slack, Zoom, Intercom, Mixpanel, HubSpot, G-Suite, Omnisend, or similar platforms; • Fluency in English and Chinese.

🏖️ Benefits

• Competitive salary based on experience + commission depending on individual and team results; • An unlimited learning budget for self-improvement complying with the best interest of Omnisend; • Working methods and best practices inspired by the best tech companies in Silicon Valley; • Senior colleagues who enable us to have a high-performing, productive environment where your growth will accelerate; • Flexible working hours and remote work possibilities; • Private health insurance; • Unlimited access to psychotherapy; • A workstation budget of 420 EUR; • Personalized work anniversary gifts, including house cleaning services, bikes, scooters, spas, international flights, and more depending on the year; • Attractive workations and team-led team-building events.