- 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.
Account ManagementDigital MarketingCustomer Success+3 more