滴滴客户成功部-产品与用户运营

1.Manage Ant Digital Technologies’ international Technical Account Management (TAM) team, driving service excellence, customer satisfaction, and retention for strategic accounts; 2.Serve as the dedicated service lead for strategic accounts, building and maintaining long-term, trusted relationships with customers; 3.Develop a deep understanding of customers’ business contexts, needs, and pain points, and provide guidance on Ant Digital Technologies’ technology offerings, including AI-powered solutions, tailored service proposals, and proven best practices; 4.Conduct regular business analysis and deliver customer-facing reports, including incident reviews, service health reports, project status updates, and Quarterly Business Reviews (QBRs); 5.Serve as the voice of the customer by identifying and articulating customer needs and pain points, and collaborating cross-functionally to continuously improve the end-to-end customer experience; 6.Lead or participate in onsite and remote customer support meetings, including incident response, and coordinate with cross-functional support teams to resolve customer issues efficiently; 7.Represent the service function during pre-sales and sales stages, owning the technical service solution design and partnering with Business Development (BD) and Solution Architecture (SA) teams to deliver robust service proposals and ensure a smooth transition from contract signing to go-live.

1.负责集团AI技术应用落地的运营工作，结合集团战略及产品需求，探索和优化解决方案； 2.负责AI应用的平台化、智能化运营，包括不限于数据接入、产品迭代、资源调度等； 3.结合AI应用场景，推动AI Native工作方式在集团组织内的落地； 4.对相关领域进行深入研究，设计AI相关产品及解决方案。

1. 負責所在地區客戶的系統實施與日常維護，瞭解客戶實際需求，制定具體實施方案並執行落地，確保客戶清晰、全面的掌握系統功能及使用要領。 2. 根據客戶的活躍情況、使用情況執行差異化運營策略，促使客戶持續、有效的使用公司產品。 3. 與所負責客戶建立友好聯繫，主動獲取客戶在產品使用中的回饋，並與總部保持資訊對稱；客戶在使用中遇到的問題能夠及時聯動總部客服人員有效的解決。 4. 不定期舉辦大型集中培訓、分享活動，提高客戶粘性。 5. 結合日常與客戶的溝通，瞭解售前階段存在的問題，及時與銷售管道中心做好溝通與回饋。

岗位职责 签约商家的解决方案交付、日常服务、续费增购 工作内容 1. 指导商家完成资质认证、系统搭建、活动策划等事项，推动商家快速启动经营，助力产品的第一价值交付； 2. 持续了解商家的经营规划和业务场景，推荐匹配的产品能力和生态资源，挖掘和转化增购/升级的商机； 3. 跟进绑定到期商家的续费，达成相应的业绩目标； 4. 及时处理和反馈商家日常对接中的各类问题，收集并整理商家对于产品和服务的建议，代表商家发声； 5. 协助公司各部门在一些项目上有效触达商家，并及时反馈进展。