Staff Feature: Elina Su

We took some time to talk to Yue Su , from our Customer Success team here at ExoClick. Read on to see what a day in the life looks like at ExoClick.

#1 What are the most important aspects of your job as a Customer Success Manager?

A customer Success Manager helps guide clients in ExoClick. This is everything from how to use our platform effectively to helping clients achieve their targets and business goals. The most important aspect of my job is ensuring that I listen to the client and help them maximize their results.

#2 What qualities and what skills make a good Customer Success Manager??

There are a lot of skills that make a successful Customer Success Manager, but I think it is important to have soft skills like effective communication, empathy, and problem-solving abilities. Communication skills are key because you need to listen and explain how the client can achieve the highest ROI. Empathy helps you to understand what your client needs and really hear what your client needs. Problem-solving is self-explanatory, the client comes with a query, and it is our job as the Customer Success team to guide them on the best possible solution.

#3 What do you like the most about working at ExoClick?

I have a fantastic team here at ExoClick. We have built strong relationships with one another. This allows us to learn from one another as we can always ask questions or brainstorm for the best results for our clients. We support each other and enjoy working together which makes coming to the office more enjoyable. In the office, there are additional benefits like fresh fruit, breakfast on Mondays, and a free monthly massage.

#4 Do you have any upcoming events with ExoClick? Can you tell us a bit about it and what kind of offers etc you are looking for?

I am very excited about our show in Bangkok on the 4th and 5th of December. We will be in booth D30 and we are looking forward to meeting other people in the Ad Tech industry. I am interested in speaking with direct advertisers, product owners, and Publishers with high-quality traffic. So, If this sounds like you, book a meeting with me or come by the booth and say hello. I love traveling to trade shows this will be my second this year and it's a great way to meet other industry professionals and expand my knowledge.

#5 What is your approach when talking to clients? How do you build a relationship with them?

I listen actively and thoroughly to understand the client’s needs and goals. I ensure that the conversation is client-focused, clear, and professional. Not only provide the information the client requested but also share related information that might be helpful to them.

Email communication can be a bit more difficult when trying to convey emotion so to combat this I am always careful with my wording to ensure I convey warmth and passion clearly and professionally. I occasionally use emojis in my email replies to help express our enthusiasm and make the message more personable.

#6 Do you have advice for anyone interested in working as a Customer Success Manager?

If you are a team player who is passionate about helping clients, enjoy problem-solving and you are eager to develop your professional skills, Customer Success would be a good fit for you.

Thank you Elina for taking the time to talk with us today. If you are attending Affiliate World Bangkok, be sure to book a meeting with our team or visit booth D30 to see how Elina and the ExoClick team can assist you with all your online advertising needs!?

If you are interested in starting your career with ExoClick check out our available positions here!