Account and Customer Success Manager
Knowtions Research
Customer Service, Sales & Business Development
Taipei City, Taiwan
Posted on Oct 18, 2024
Lydia AI is an applied artificial intelligence company on a mission to protect the health and prosperity of the next billion people. The Company offers a digital risk scoring engine that enables businesses to enhance their customers’ financial portfolios through personalized, embedded financial products. The Company uses digital alternative data to make accurate dynamic risk predictions that are used to personalize and automate underwriting.
Join us to help insure the next billion people!
The Growth Team at Lydia AI is a dynamic and data-driven group responsible for driving the company’s expansion through customer acquisition, retention, and product optimization. Focused on scaling our AI-driven solutions across global markets, the Growth Team leverages cutting-edge strategies in marketing, sales, product development, and customer experience to accelerate business growth and ensure long-term success.
As an Account and Customer Success Manager at Lydia AI, you will be the primary point of contact for our clients, responsible for managing relationships, ensuring client satisfaction, and driving business growth. You will work closely with internal teams, including product, engineering, and marketing, to deliver innovative AI solutions that meet our clients’ evolving needs while ensuring that clients achieve success with Lydia AI’s offerings.
Responsibilities:
- Client Relationship Management: Build and maintain strong, long-term relationships with key stakeholders, serving as the main point of contact.
- Strategic Planning: Understand clients' business objectives and work with them to develop strategies that align Lydia AI’s solutions with their goals, ensuring customer success and fostering loyalty.
- Project Coordination: Collaborate with internal teams to ensure smooth execution of projects, from onboarding to ongoing support.
- Customer Success Management: Proactively engage clients to ensure they are fully utilizing Lydia AI’s products, identify areas for additional value, and drive product adoption to ensure clients meet their business goals.
- Issue Resolution: Proactively address client concerns, providing solutions to complex issues and ensuring client satisfaction.
- Performance Monitoring: Track client performance metrics, prepare regular reports, and present insights to drive improvements, ensuring that clients derive measurable success from Lydia AI’s solutions.
- Business Development Collaboration: Leverage customer success metrics and performance insights to provide the business development team with evidence that supports upsell, cross-sell, and other sales initiatives. Utilize these metrics to identify successful client outcomes and create compelling value propositions for the front-end sales team.
- Contract Management: Oversee contract renewals, negotiations, and pricing discussions in collaboration with the sales and legal teams.
- Business Development: Identify and pursue upsell and cross-sell opportunities, helping to grow existing accounts, while ensuring ongoing customer success.
- Product Feedback: Act as the voice of the customer, providing valuable feedback to internal teams to improve product offerings and user experience.
Qualifications:
- Experience: 3-5 years of experience in account management, customer success, or a related field, preferably in the tech, healthcare, banking or retailer sectors.
- Communication Skills: Excellent written and verbal communication skills in both English and Mandarin, with the ability to clearly present complex information to clients and internal stakeholders.
- Problem-Solving: Demonstrated ability to troubleshoot issues, think strategically, and deliver solutions that contribute to client success.
- Project Management: Strong organizational skills with experience managing multiple projects simultaneously.
- Tech-Savvy: Familiarity with AI, machine learning, CRM tools, or data-driven technologies is a plus.
- Client-Focused: A passion for delivering exceptional customer service and building long-term client partnerships, and driving measurable success for clients.
- Team Player: Ability to work collaboratively across different teams, balancing client needs with company objectives, and ensuring a seamless customer experience.
What We Offer:
- Competitive salary and benefits
- Opportunities for professional growth and development
- A dynamic and innovative work environment
- The chance to work with cutting-edge AI technology to transform industries
At Lydia AI, diversity is mission critical. Our strength lies within our differences and in a diverse workforce that unleashes new ideas and perspectives. We celebrate diversity, equity, and inclusion in our workforce and foster a culture where all team members feel valued, respected, and supported.