Salesforce
Kai-Tai Yen
Account Manager, Customer Success Manager
Taipei City,TPE
Summary
Results-driven Customer Success and Product Specialist with over 8 years of experience in SaaS, OMO, and POS systems. Demonstrated success in improving customer satisfaction to 96% and increasing team efficiency by 10%. Adept at managing customer relationships, analyzing feedback, and creating value-driven solutions. Skilled communicator with proven ability to train teams and clients, design product promotion strategies, and bridge technical concepts with business needs. Passionate about leveraging technology and data to drive client success and business growth.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Success Assistant Manager
SHOPLINE
02.2019 - 12.2024
- Lead a team of 5-8 members, improving response efficiency by 10% through process optimization.
- Boosted customer satisfaction to 96% by designing and implementing an SOP for phone service and an App user manual.
- Analyzed customer feedback and data to develop new value-added services, including flash stores for POS systems and tutoring services for client education planning.
- Collaborated with team members to create educational courses for Smart OMO products, increasing product activation rates.
- Managed crisis situations with clients, maintaining strong customer relationships and resolving conflicts effectively.
- Acted as the liaison between customers and the product team, ensuring alignment with customer needs during product planning and launch.
- Provided value analysis of new customer demands, presenting actionable insights to the product department.
- Designed solutions for customer-side product issues, authored announcements, and conducted product testing.
- Conducted internal training sessions on new products, enhancing team readiness and understanding.
- Collaborated with the product marketing team to review materials, FAQs, and ensure accurate communication of product features.
Product Development
Tripbaa
10.2016 - 06.2018
- Managed product planning, design, promotion, and coordination for travel-related offerings.
- Conducted user experience analysis and collaborated with the system department for updates.
- Researched market trends, performed sales forecast analysis, and developed marketing strategies.
- Created product specifications and timelines, ensuring timely delivery and alignment with goals.
- Designed promotional materials and analyzed campaign performance to drive engagement.
Education
Bachelor of Science - Library And Information Science
Fu Jen Catholic University
New Taipei, Taiwan 04.2001 -
Skills
SaaS Sales & Customer Success Strategies
Data Analysis & Value Propositions
Employee performance evaluations
Product Planning & Cross-functional Collaboration
CRM and Marketing Automation Tools (eg, Salesforce, HubSpot)
Process Optimization & Workflow Design
Bilingual Communication: Fluent in English and Chinese
Public Speaking & Training Development
Problem-Solving & Relationship Management
Key account management
Software
Microsoft Office
Google Analytics
Slack
Intercom
Timeline
Customer Success Assistant Manager
SHOPLINE
02.2019 - 12.2024
Product Development
Tripbaa
10.2016 - 06.2018
Bachelor of Science - Library And Information Science
Fu Jen Catholic University
04.2001 -