Account Expert (Chinese Speaking)

About the Company

Omnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless — no learning curve required. Award-winning 24/7/365 customer support and a platform trusted by 150,000+ customers worldwide.

About the Role

The Account Expert role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organizational stakeholders and a research-based mindset.

Responsibilities

• Be passionate about customer success and establish themselves as a trusted advisor for Omnisend's top tier customers
• Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts
• Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels
• Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner
• Provide best practices to ensure clients are achieving their business goals
• Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation
• Keep merchants up to date on product releases and new features
• Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement
• Conduct QBRs, establish quarterly goals for customers and help achieve them
• Document troubleshooting and problem resolution steps

Qualifications

• 1-2 years of customer success-related experience
• An understanding of what the main digital marketing metrics are and what is driving their trends (opens, clicks, conversions)
• A proven track record of creative problem-solving for customers
• Fluency in English and Chinese languages
• Experience and comfort discussing business and sales topics with clients during renewal or cancellation conversations
• Excellent communication skills via chat, phone, video conference, email and comfortable to use Wechat as communication tool
• Strong time management skills and clear sense of ownership and independent working ability
• An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Hubspot, G-Suite, and Omnisend or other e-commerce and marketing platforms
• Experience in e-commerce, SaaS, project management or marketing, and advising customers on marketing strategy is a plus

Benefits

• Gross salary starting from 1800 EUR/month based on experience + commission depending on individual 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 that enable us to have a high-performing, productive environment where your growth will accelerate
• Private health insurance
• Remote work possibilities
• Unlimited access to psychotherapy
• A workstation budget
• Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year)
• Attractive workations and team-led team-building events