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

Role Description We are looking for a highly organised and analytical HubSpot Specialist to help optimise and manage a growing CRM environment. This role requires someone with strong hands-on HubSpot expertise combined with a business analyst mindset — someone who can understand internal workflows, identify inefficiencies, and implement scalable CRM solutions that support business operations and sales processes. You will work closely with internal stakeholders to improve data management, workflows, reporting structures, and process automation while ensuring CRM accuracy and operational efficiency. Key Responsibilities - Manage and optimise the company’s HubSpot CRM environment. - Build, maintain, and improve workflows, automations, dashboards, and reporting systems. - Analyse existing business processes and identify opportunities for operational improvements. - Translate business requirements into effective HubSpot configurations and scalable solutions. - Ensure CRM data integrity, consistency, and reporting accuracy. - Support pipeline visibility, sales process tracking, and operational reporting. - Collaborate with internal teams to improve CRM adoption and process efficiency. - Document workflows, system changes, and operational best practices. - Assist with CRM clean-up, process mapping, and ongoing optimisation initiatives. Qualifications - Proven hands-on experience with HubSpot, including workflows, automations, dashboards, reporting, and CRM management. - Strong understanding of business processes, operational workflows, and process improvement methodologies. - Previous experience supporting sales teams, pipeline management, or revenue operations. - Ability to translate business needs into practical CRM solutions. - Excellent analytical and problem-solving skills. - Strong written and verbal English communication skills. - Highly organised with strong attention to detail. - Self-motivated and comfortable working independently in a remote environment. - Reliable hardware, stable internet connection, and power backup setup. - Fully available to work UK business hours (GMT/BST). Preferred Qualifications - HubSpot certifications preferred. - Experience working within healthcare, SaaS, fintech, legal, or other regulated industries. - Previous CRM migration or system implementation experience. - Familiarity with compliance-aware or data-sensitive business environments. - Experience working with UK-based businesses or clients. Benefits - 💰 Competitive salary based on experience and technical expertise. - 🌍 Fully remote role open to global candidates. - 🚀 Opportunity to work with a fast-growing UK health-tech company. - 📈 Long-term growth potential within a scaling business. - 🤝 Collaborative and supportive remote work environment. - 🎯 High-impact role with ownership over CRM optimisation and process improvement. - 🧠 Exposure to data-driven operations within a regulated industry.

Role Description As a Customer Engagement Manager you will play a critical role in driving customer adoption and satisfaction. In this highly visible role, you will be able to use your consulting skills to help identify opportunities for efficiencies and ensure our customers are leveraging the full value of our software solutions. You will build impactful business relationships with our users through collaboration and delivering results. - Provide expertise and guidance in customer process and workflow on a functional level for assigned book of business - Execute a coordinated account plan aligned with corporate goals for driving growth and adoption of Mediaocean solutions - Maintain a regular cadence of customer meetings to consult end users, identify and address business needs and challenges, field development requests and actively recognize cross-sell and up-sell opportunities for the Mediaocean Sales Team - Establish business partnerships with customer contacts from the user base, including media/finance leads (e.g., Media Director, Finance Director) - Communicate frequently and effectively with Mediaocean team members regarding customer activities, including product feedback - Identify customer satisfaction risks and demonstrate a proactive, solution-based approach to mitigate escalations - Prioritize and schedule work activities to ensure established targets are achieved or exceeded; complete timely reporting post customer meetings, communicate action items and follow through on outcomes to customer and Mediaocean stakeholders - Advocate best practices to improve the overall customer experience and enhance customer understanding of the value of Mediaocean software solutions - Expand knowledge of Mediaocean solutions and business practices, continue to build subject matter expertise in areas of concentration Qualifications - 5+ years advertising agency experience or advertising industry experience - 5+ years client facing role with impeccable communication skills - Detailed knowledge of linear advertising space, buying experience with Local TV, Radio or National medias required - Prior experience with Mediaocean applications preferred - Demonstrated ability to manage competing priorities and tackle issues with a sense of urgency while maintaining professionalism and accuracy; and working cross-functionally - Exceptional customer advocacy skills with a strong ability to negotiate, manage expectations and handle objections - Excellent attention to detail; proven research and analytical skills; demonstrated consistency in follow-up and deliverables - Proficiency with Excel, PowerPoint, Sharepoint; Salesforce, Zendesk, Jira, Smartsheet a plus Benefits - Open Paid Time Off (PTO) - Flexible schedule - Company holidays - 12 weeks of paid parental leave (after 6 months of employment) - Competitive salary - Full benefits package starting on your first day - Referral bonuses - Recognition awards - 401(k) with company match - Company HSA contribution up to $2,400 - Medical/Dental/Vision/Pharmacy - Health Savings Account (HSA)/Flexible Spending Account (FSA) - Mental health support - Life & Disability insurance - Family planning & fertility benefits - Pet insurance - Legal & ID theft protection - Retirement planning - Medicare assistance - Employee Assistance Program (EAP), Professional training/Tuition reimbursement - Eligible employees get up to 100% company paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), Wellness Seminars (physical, mental, financial, social) as well as opportunities to compete in companywide health challenges with prizes - Professional development with a dedicated Talent Development team - Employee Resource Groups (ERGs) - Philanthropy & awareness programs - Mentorship programs, In-office and virtual events & celebrations - Various volunteer & donation opportunities, Innovative and collaborative work environment - For hybrid employees in NYC and Chicago: Enjoy fresh bagels and company-paid lunches in-office twice a week