CUSTOMER SUCCESS MANAGER

客户成功经理

The Customer Success Manager is an experienced consulting role responsible for leading Client engagements focused on sales performance improvement and change management.  The CSM will work with Client and 3rd party resources to help Client successfully implement and deploy sales performance improvement solutions, which typically include the following: 

客户成功经理是一个有经验的顾问岗位，负责管理客户的销售绩效改进和变革管理项目。客户成功经理将与客户、项目交付团队及第三方资源合作来帮助客户成功实施和部署销售绩效改进方案，其主要包括：

Identifying Client’s strategic business goals, and leading indicators of performance improvement (sales talent knowledge, behavior and pipeline) 

识别客户的战略业务目标，以及业绩改进的主要指标（销售人才知识、行为和销售漏斗等）

Developing and supporting the rollout of multi-year curriculum plans to close sales talent Gaps and individual learning plans 

制定和支持跨年度的长期培训计划实施，来实施客户团队的个人学习计划并实现人才培养目标

Supporting Client in obtaining measurable and sustainable benefits from the multi-year development plans 

为客户提供支持，使其从跨年度的长期发展计划中获得可衡量和持续的利益

Developing and supporting the Change Management programs that are integral part of Sales Performance Improvement programs 

制定和支持销售绩效改进方案及其中的变革管理项目

Responsibilities

工作职责 

Account Management 

客户管理

Partner with Client leaders and stakeholders, as well as internal and external experts to create an overall strategy for sales performance improvement that aligns with Client business strategy. 

与客户管理层和利益相关者合作，协助内外部专家来制订与客户业务发展策略相一致的销售绩效提升战略

Define ROI metrics / KPI’s to track effectiveness of sales performance improvement strategy, as well as integration requirements with supporting technologies, including but not limited to CRM and Talent Management. 

定义项目ROI/KPI等指标，来追踪销售绩效改进方案的有效性，追踪与支持科技平台（包括但不限于CRM系统和人才管理系统）的整合需求

Conduct business reviews with Client to report on effectiveness of sales performance improvement strategy, as well as plans to continue successful implementation.

与客户一起执行业务评估，就销售绩效提升策略的有效性以及继续成功实行计划制作报告 

Contribute to the overall success of Client’s sales leadership as well as HR / Learning and Development leaders. 

为客户销售领导力以及HR/L&D管理的全面成功做出贡献

Project / Program Management 

项目管理

Partner with Client to identify required functional and technical competencies for each sales and sales management role.

与客户配合，定义每个销售人员和销售管理者的职能以及胜任力 

Partner with Client, internal and 3rd party resources to develop and manage the deployment of multi-year curriculum plans and learning / training programs to develop key competencies. 

与客户、项目交付团队以及第三方资源合作，来制定和管理跨年度的长期培训计划和学习/培训项目，以培养关键竞争力

Partner with internal experts to integrate Client competencies and curriculum plans into RSP’s technology platform. 

与内部专家合作，将客户核心能力培养计划和培训计划整合进RSP的科技平台

Manage the deployment of multiple types of assessments, as well as evaluate and interpret results. 

管理多种测评项目的部署，以及评估报告的解读

Partner with internal CRM experts to integrate Client ROI metrics / KPI’s into CRM software. 

与内部CRM系统专家合作，将客户的ROI/KPI指标等数据整合进CRM系统

Leverage CRM and Talent Management to continually monitor effectiveness of the sales performance improvement strategy, and provide Client with ongoing recommendations for optimizing sales performance improvement. 

利用CRM系统和人才管理系统，来持续监控销售绩效提升策略的有效性，并为客户提供持续的销售绩效改进建议

Manage third party training vendor relationships. 

第三方培训供应商关系管理

Change Management

变革管理 

Provide leadership to Client on effectively managing sales performance improvement as a change management initiative. 

在变革管理计划中展示领导力，为客户提供有效的销售绩效提升管理

Work with Client to identify areas of improved performance, as well as areas where change is hampered.  Develop plans to continually improve performance. 

与客户合作，识别业绩获得提升的领域，和业绩停滞不前领域，并制定绩效改进的持续计划。

Job Requirements 

职位要求

Bachelor's degree is required, preferably in Business Management, Performance Improvement, HR/Training or related field. 

大学本科及以上学历，工商管理、绩效提升，人力资源/培训或相关专业优先

Minimum of 5 years of experience in program / project management, sales management consulting, or related experience.

5年以上计划/项目管理或销售管理咨询相关经验 

Project management skills and the ability to work as part of a team in a bottom-line driven, fast-paced environment, juggling multiple projects with ever-changing priorities and deadlines. 

具备项目管理能力，能与在高要求、快节奏的环境中与团队进行协作，并能在不断变化的优先级事项和截止日期中处理多个项目

Broad exposure to multiple industries is preferred. 

有多个行业/领域从业或服务经验者优先

Skill experience that is critical for this role include the following: 

对于该职位至关重要的能力与经验包括以下：

Change management 

变革管理能力

CRM and other Sales Operations tools 

CRM系统以及其他销售管理工具经验

Consulting and coaching experience helpful; 

顾问和教练经验优先；

Strong communication and influence skills.

卓越的的沟通能力和影响力 

Instructional design experience not required, but beneficial. 

可以不具备教学设计经验，但如有则更佳

Must be willing and able to work and travel internationally as needed, up to 25% travel required

必需具备愿意和能够在境内外工作和出差的意愿，可以接受25%的出差时间

Location: Shanghai preferred.

工作地点：上海最佳