• Own and manage a portfolio of mid-market accounts • Build strong relationships with key decision-makers and stakeholders within the DME/HME industry • Develop strategic account plans to identify growth opportunities • Drive renewals and expansions, ensuring customers realize the full value of our platform • Collaborate with Customer Success, Sales, and Product teams • Analyze customer data to provide insights and recommendations • Serve as a trusted advisor, providing ongoing education, best practices, and support • Stay up to date on industry trends in SaaS and DME/HME

• Lead functional design and implementation of Microsoft Dynamics 365 CRM solutions across Sales, Customer Service, and Marketing modules. • Own the analysis, solution design, and validation phases of CRM projects, ensuring alignment with client business objectives. • Partner with client stakeholders to gather requirements, perform fit-gap analysis, and translate business needs into scalable D365 functional solutions. • Facilitate and lead application design workshops, solution reviews, and decision-making sessions. • Provide functional governance across engagements, ensuring designs adhere to platform best practices and business requirements. • Oversee CRM configuration and customization, including entities, forms, views, dashboards, workflows, and business rules. • Collaborate with technical teams on integrations, data migration strategies, and overall solution delivery. • Ensure project documentation is developed, reviewed, and maintained in line with delivery standards. • Support Agile delivery execution, adapting plans based on changing priorities and program needs.

Role Description YQN is seeking a proactive and customer-oriented Customer Success Manager (Remote) to support and grow relationships with our clients and partners. This role is responsible for ensuring customer satisfaction, driving account retention, resolving operational issues, and coordinating cross-functional communication between clients and internal teams. The ideal candidate is highly organized, responsive, solution-driven, and experienced in managing customer relationships in a fast-paced environment. Experience in logistics, supply chain, e-commerce, SaaS, or 3PL warehouse operations is strongly preferred. Responsibilities: - Manage day-to-day communication with assigned customers via email, phone, and online meetings - Build strong long-term relationships with clients and act as the primary point of contact - Monitor customer accounts to ensure service quality, operational performance, and customer satisfaction - Proactively identify customer needs, issues, and business opportunities - Coordinate with operations, warehouse, dispatch, and internal support teams to resolve customer concerns efficiently - Track and follow up on customer requests, escalations, and service issues - Conduct regular business reviews and provide operational updates to customers - Support onboarding and training for new customers - Maintain accurate records in CRM systems and internal tracking tools - Collect customer feedback and collaborate with leadership to improve processes and service quality - Assist with account expansion and retention initiatives Qualifications - Bachelor’s degree preferred - 3+ years of experience in Customer Success, Account Management, Client Services, or related roles - Experience in logistics, transportation, 3PL, supply chain, or e-commerce industries preferred - Strong communication and interpersonal skills - Excellent problem-solving and organizational abilities - Ability to manage multiple accounts and priorities simultaneously - Comfortable working independently in a remote environment - Proficient in Microsoft Office, Google Workspace, and CRM systems - Bilingual in English and Chinese is strongly preferred Requirements - Experience working with cross-border logistics or warehouse operations - Data analysis and reporting experience - Familiarity with KPI tracking and SLA management - Ability to handle customer escalations professionally and efficiently Benefits - Pay: $80k - $120k - Paid time off and holidays - Medical/Dental/Vision insurance - 401(K) - Career growth opportunities within a fast-growing company - Flexible remote work environment

• Act as a primary point of contact for our clients and gift recipients • Manage support tickets • Join short client calls or demos to troubleshoot issues • Help resolve problems, guide users through key features, and deliver concise demos and walkthroughs • Respond to and manage inbound client and recipient support tickets in a timely and professional manner • Troubleshoot issues, provide clear solutions, and escalate when necessary • Maintain high responsiveness and follow-through until resolution • Lead brief calls with clients to address questions, resolve issues, and provide ongoing support • Act as a trusted point of contact for assigned accounts • Ensure clients feel supported and confident using the product • Guide users through features and workflows based on their needs • Tailor walkthroughs to different use cases and levels of experience • Gather customer feedback and share insights with internal teams • Identify common issues or trends and help improve processes • Contribute to a positive, customer-first experience • Work closely with Product to resolve issues • Communicate customer needs and recurring challenges