Customer Success Manager

Fuelled by our client and business growth, we are looking for a Manager, Customer Success to be based in our IDC Beijing office. The primary responsibilities of the Manager, Customer Success is to drive retention through strong relationships with our subscription clients (including umbrella products) and help grow the subscription business by identifying upsell and cross-sell opportunities with existing clients.

Being the central point of contact for client relationship, this person will work in close partnership with IDC's analyst and sales organization to drive customer satisfaction with IDC subscriptions. This role will also be involved in customer analysis, audience analysis and a host of other developmental opportunities.

Why IDC?

IDC is the most respected global technology market research firm.  We are changing the way the world thinks about the impact of technology on business and society. Our people, data, and analytics create global technology insights that accelerate customer success.  IDC has been recognized for five consecutive years (2020, 2021, 2022, 2023, 2024) by the IIAR as the Analyst Firm of the Year which is one of the highest accolades for the technology market research industry.

Our collaborative, innovative and entrepreneurial culture is the perfect place for you to discover your future.

Recruitment Fraud Notice: IDC would like to inform you that we conduct our formal communications via corporate email, our Applicant Tracking System iCIMS, LinkedIn messaging, or directly by phone. We do not use any other platform (including Telegram, WhatsApp, Signal, text, instant message, etc.) to communicate with prospective candidates. If you receive any communication outside of our formal communications channels, please ignore it and block the sender or caller. In addition, we do not ask candidates to provide sensitive personally identifiable information such as bank account or social security numbers. If you have been contacted by someone claiming to represent a job offer, please report it as potential job fraud to law enforcement.

As the Manager, Customer Success you will be responsible for:

Business Development: Support the Sales team with new business development activities, assist in contract renewals and the preparation of client presentations and proposals. Analyse and report client activities, provide internal direction while building a strong collaborative framework with the Analysts and Sales teams. Participate in marketing/sales/account reporting activities, client development efforts including trials, campaigns, onsite visits, and regular interaction with clients.

Program Management: Build a deep knowledge of IDC's solutions and client research needs, act as product champion internally for the subscription product portfolios. Fulfilment, refinement and development of group operational processes and procedures, and working with global representatives to shape AP products and develop efficient integrated processes.

Customer Success: Answer enquiries from the financial, consulting, end user and vendor community in a timely manner, ensuring they are promptly kept informed of enquiry progress. Build strong relationships with the clients, learning about their needs and apply different approaches (proactive and reactive) to ensure they are leveraging IDC subscriptions effectively. Collaborate with the analyst community across the regions, customer success counterparts and Sales network to fulfil client inquiries and needs.

• Strong customer service orientation; can speak well with customers and internal stakeholders regardless of level.
• Organized and capable of multi-tasking
• Able to process information quickly and various information.
• Good analytical and reporting skills
• High attention to detail and ability to prioritize.
• Good written and verbal communication and presentation skill
• Demonstrate leadership qualities.
• Adept with Microsoft Excel and PowerPoint
• Experience in Customer Service / CRM role in a tech related company is an advantage.
• Proficiency in written and spoken Mandarin & English

IDC US is an Equal Opportunity Employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, handicap, race, color, religion, gender, gender identity and expression, ancestry, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or other categories protected by law.