Account Expert (Chinese Speaking)

Job description

**Working at Omnisend is... kind of boring**. Not the soul-crushing kind, more like smart people doing great work without chaos or drama. That’s because we focus on what matters. No pointless meetings, micromanagement, or unnecessary bureaucracy getting in the way. And when we're not sure what the next move should be, we test it — we're data-driven, and insights beat gut feelings every time. Same goes for how we treat each other. Feedback here is honest, because people actually listen, and there's no room for egos or hand-holding. Everyone's an experienced professional who moves fast and adapts easily. All of this matters, because Omnisend is customer-funded and customer-driven, so our work stays rooted in solving real problems for ecommerce brands. Results > promises. And when the work's done, we know how to enjoy it — the grown-up kind. Workations, team gatherings, the occasional party. Nothing forced, no awkward icebreakers. We genuinely like being around each other. **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. ### What you’ll do @Omnisend: - 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. ### We expect that you’ll bring: - 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! ### What we offer in return: - 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. - Hybrid work (in Vilnius, Kaunas, Charleston): three days a week in the office with your team, two from home. Fully remote if you’re based elsewhere - Possibility to work from anywhere in the world - 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.