Job Description

About the Role & Team

IDC's China are looking for a Manager, Customer Success to be based in our IDC Beijing office. The primary responsibilities of the Manager, Customer Success is to drive retention through strong relationships with our subscription clients (including umbrella products) and help grow the subscription business by identifying upsell and cross-sell opportunities with existing clients.

Being the central point of contact for client relationship, this person will work in close partnership with IDC's analyst and sales organization to drive customer satisfaction with IDC subscriptions. This role will also be involved in customer analysis, audience analysis and a host of other developmental opportunities.

What You’ll Do:

• Business Development: Support the Sales team with new business development activities, assist in contract renewals and the preparation of client presentations and proposals. Analyse and report client activities, provide internal direction while building a strong collaborative framework with the Analysts and Sales teams. Participate in marketing/sales/account reporting activities, client development efforts including trials, campaigns, onsite visits, and regular interaction with clients.
• Program Management: Build a deep knowledge of IDC’s solutions and client research needs, act as product champion internally for the subscription product portfolios. Fulfilment, refinement and development of group operational processes and procedures, and working with global representatives to shape AP products and develop efficient integrated processes.
• Customer Success: Answer enquiries from the financial, consulting, end user and vendor community in a timely manner, ensuring they are promptly kept informed of enquiry progress. Build strong relationships with the clients, learning about their needs and apply different approaches (proactive and reactive) to ensure they are leveraging IDC subscriptions effectively. Collaborate with the analyst community across the regions, customer success counterparts and Sales network to fulfil client inquiries and needs.

What You Bring

• Has strong customer service orientation; can speak well with customers and internal stakeholders regardless of level.
• Organized and capable of multi-tasking
• Able to process information quickly and various information.
• Good analytical and reporting skills
• High attention to detail and ability to prioritize.
• Good written and verbal communication and presentation skill
• Demonstrate leadership qualities.
• Adept with Microsoft Excel and PowerPoint
• Experience in Customer Service / CRM role in a tech related company is an advantage.
• Proficiency in written and spoken Mandarin & English

Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

What We Offer

• 15 vacation days (prorated based on start date)
• 12 company-paid holidays
• 6 paid sick days (prorated based on start date; may vary by state)
• Medical, dental, and vision coverage
• 2 floating holidays (prorated based on start date)
• 1 volunteer day
• 401(k) company match (IDC matches 3% on the first 6% of employee contributions)
• Company-paid short-term disability
• Company-paid parental leave

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.

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Qualifications