Coohom
Website:
coohom.com
Job details:
Responsibilities:
1. Be responsible for merchant operations for international SaaS business in the broader home furnishing industry (primarily India) referred by the sales team, including daily communication and relationship maintenance, answering inquiries, collecting customer needs and issues, and proactively coordinating internal and external resources to provide high-quality service.
2. Project management and execution for key accounts, building relationships with and visiting senior client stakeholders, and, based on a strong understanding of the client’s business and Coohom’s solutions, providing proposals and recommendations to improve design and production efficiency. These are some of the most essential parts of the role.
3. Increase customer stickiness and improve merchant satisfaction through regular communication, customer visits, and various operational approaches, in order to maintain strong and positive partnerships.
4. Develop a deep understanding of customers’ current situations, identify their needs, and provide professional, tailored project implementation solutions to guide customers toward deeper cooperation and drive customer success.
5. Drive customer renewals and provide value-added services by identifying customers’ potential needs.
6. Possess data analysis capabilities and take ownership of key metrics such as customer tool usage activity; identify customer issues through data, analyze operational results, and provide solutions.
7. Have strong product awareness, and be able to guide and promote product updates and iterations to support successful product implementation.
Qualifications:
1. Strong logical thinking, a big-picture mindset, and a results-oriented approach, while also having solid process management methods and habits.
2. Ability to build and maintain strong relationships with mid- to senior-level stakeholders on the client side, with solid and polished communication skills.
3. Strong ability to drive projects forward and coordinate both internal and external resources.
4. Highly proactive, quick to learn, innovative, and able to apply new ideas at work; patient, service-oriented, and responsible toward customers; able to work under pressure; willing to share and collaborate well with teams; prior successful experience in customer service or project execution is required.
5. Experience in the furniture/home furnishing industry or SaaS industry, especially in sales or customer success roles.
6. Fluent in English and willing to travel occasionally.
7. Experience in medium-sized to large enterprises is preferred, with strong work habits and values.
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