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Customer Success Manager (Trust & Safety)

Company: TikTok
Location: Mountain View
Posted on: February 25, 2021

Job Description:

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul and Tokyo. About the Role: As Customer Success Manager, you will be the bridge between TikTok's product team and platform optimization team, and internal clients. You will drive the successful adoption and onboarding of self-innovated platforms within TikTok and act as a trusted advisor to stakeholders, ensuring internal clients are aligned. What will I be doing?- Maintain an understanding of self-innovate platforms, industry knowledge, and staffing trends to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.- accurately identify and understand customer needs, evaluate and provide customer recommendations, business cases and proposals for program enhancements based on customer feedback.- Work with a large number of customers to explore the optimization of production, including consulting, problem solving, training improvement, knowledge base and other support services.- Establish customer profile, insight into customer's life cycle, and give corresponding support to customers at different stages.- Develop internal communication and coordination plans to share knowledge across the internal teams and ensure consistent customer experience across their organization's footprint.Qualifications- Bachelor's degree or above- 8+ years of experience working in client service/customer success in a SaaS or third part vendor environment- Experience in developing and leading end to end new product demonstrations and client feedback discussions.- Strong presentation skills and credibility with multigroup and senior managers- Excellent verbal and written communication skillsBonus:- Understanding of online content safetyTikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.TikTok is committed to providing reasonable accommodations for individuals with disabilities in our recruitment process. If you need assistance or an accommodation, please reach out to us at recruiting.tns@tiktok.com.

Keywords: TikTok, Mountain View , Customer Success Manager (Trust & Safety), Executive , Mountain View, California

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