Job Description
About the Team： As a SaaS Account Management and Renewals Specialist, you will play a crucial role in ensuring customer satisfaction and retention within Lark's client base. Your primary responsibility will be to manage and nurture relationships with existing customers, drive product adoption, and oversee the renewal process to maximize revenue retention and increase the number of upsell/cross-sell opportunities. This role is crucial in maintaining customer satisfaction, driving retention, and contributing to the overall growth and success of the SaaS business. Responsibilities: Account Management： - You will develop a deep understanding of assigned high value and high potential customer's business needs, objectives, and challenges. - You will serve as the primary point of contact for customer inquiries, issues, and escalations. - You will be working proactively with the Customer Success team to ensure customers are deriving maximum value from the Lark solution, and with the Operations team to track customer engagement, product adoption, and other key performance indicators. - You're expected to identify opportunities for upselling or cross-selling additional features or services. Renewals Management: - You will work alongside our Senior Account Manager and own the end-to-end renewals process, ensuring timely and successful contract renewals. - You will collaborate with Sales, Customer Success, and Product teams to address customer concerns and mitigate renewal risks. - You will also collaborate with Customer Support and Marketing teams to nurture existing customers. - You will monitor upcoming renewals, assess customer satisfaction, and formulate strategies to secure renewals. - You will negotiate contract terms and pricing to align with both customer expectations and company objectives. Customer Advocacy: - Cultivate strong relationships with customers to turn them into advocates for the product and the company and drive customer referrals. - Gather and share customer feedback with internal teams to drive continuous improvement of the product and service offerings. - Provide insights and recommendations to leadership based on customer behaviour and feedback.
Qualifications
Minimum Qualifications: - Bachelor's degree in Business, Marketing, or a related field. - Proven experience in SaaS account management, renewals, or customer success. - Strong negotiation and communication skills. - Analytical mindset with the ability to interpret data and make data-driven decisions. - Familiarity with CRM systems and customer engagement tools. Preferred Qualifications: - Customer-focused with a passion for delivering exceptional service. - Detail-oriented and organized. - Proactive problem solver with a positive attitude. - Ability to thrive in a fast-paced, dynamic environment.
Job Information
About Lark
Lark is the next-generation collaborative tools that boost organizations' efficiency, creativity, and engagement by integrating Messenger, Docs, Calendar, Video calls, Emails, and more into one easy-to-use app.
Why Join ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.
As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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 are passionate about this and hope you are too.
