Hyperion Optics Looking for Bilingual Customer Success Manager (ENG/CHN) at Remote Full Time

Photonics is at the forefront of modern day technological evolution. Hyperion is a premium photonics provider with 14 years of optical engineering and fabrication experience. We specialize in optical design, optical engineering, and high-quality custom optics and lens assemblies. We help companies and R&D labs across the globe to turn their design concept into actual products. We serve a broad range of industries including leading innovators in biomedical, aerospace, laser, cinematography, and LiDAR applications.

Our North America office is a small and growing team. The team works entirely remote. Our main function is to facilitate sales and customer support by serving as the liaison between our US customers and our engineering and production teams in Nanjing, China.

Check out our Instagram to learn more about what we do! https://www.instagram.com/hyperionoptics/

We are looking for a customer success manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building existing relationships, nuture new accounts, and drive marketing campaigns that support business growth.

A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond one project with the business itself. Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with the VP of Growth and the optical engineering team to ensure customer questions and concerns are addressed in a timely manner.

Responsibilities:

Client Relationship Functions:

• Account management – oversee project milestones and ensure they are met
• Project management – communicate with engineering and production teams to ensure the client’s deliverables are met
• Client relationships – nurture accounts through customer support and after-sale communications, including facilitating email / phone communication, and participating in joint client meetings and technical discussions
• Assist with technical translation in client communications, including quotation process, troubleshooting, RMA process, and other client-related matters

Internal functions:

• Communicate with local team members via MS Teams, phone calls, and emails
• Maintain QL and ticket pipelines on Hubspot CRM
• Update and maintain operating manuals

Marketing functions:

• Organize and prepare for trade show and exhibitions to maximize brand exposure
• Join professional networking groups on LinkedIn and local universities on behalf of Hyperion to drive lead generation and brand awareness
• Create social media posts (LinkedIn/ Twitter/ Instagram) with company and product-relevant content

Qualifications:

• Proven work experience as a Customer Success Manager or similar role
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Thirst for knowledge; the ability to learn quickly and grasp technical knowledge related to optical engineering/ photonics
• Accountability and personal organization are essential
• A communications or marketing degree is preferred
• Bilingual in English and Chinese highly preferred

Job Type: Full-time

Pay: $34,875.53-$55,000.00 per year

Benefits:

• Paid time off
• Tuition reimbursement

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Work Location: Remote

Expected start date: 2023-03-01