Customers Success Manager, Hong Kong
2 weeks ago
As a Customer Success Manager, you will be focused on driving customer loyalty, retention, and growth. This is done by creating visibility of our customer experience across the Regnology client 'customer journey' using a combination of KPIs, customer feedback such as NPS and insights which will be combined to track the 'health score' of each client account. You will act as client advocate, gathering and maintaining data about clients, various cycles that impact their business and facilitate data-driven actions and decisions.
Your key accountabilities are:
Building strong and long-lasting relationships with your customers, owning the relationship through proactive and reactive engagements.Understanding the customer experience with our products and services, effectively feeding back to enable iterative improvements as well as immediate points of correction.Deliver to the customer through a designed standard framework, carrying out a 'Service Review' at regular intervals presenting customers with information you have compiled.Through analysis of metrics and KPIs in place, form a Customer Success plan that is fitting to the customers' needs. This plan will remove/mitigate problems, in turn consistently improving their experience.Customer advocacy, act as a spokesperson on behalf of the customer. Working through difficult situations via transparency and partnership, protecting the reputation of Regnology.Deliver on KPIs assigned to you from the CCO, these KPIs underpin the operation and allow us to provide a standard experience to customers.In the event of a Major Incident, work in a collegial manner with the team to drive positive outcomes, ensuring they are communicated to in a satisfactory manner and taking ownership of communications as required.
Why we should decide on you
Preferred experience working in a mid-level Customer Success role in the software industry.You are based in
Hong Kong .Fluency in
English
and
Cantonese
is a requirement.Experience working in a matrix organization, maintaining awareness of the work of others for your customer and the working practices to interact and escalate when required.Confident communicator with an ability to take command.A past proven ability to work in situations of ambiguity, working with the information at hand to create a clearer path forward for all.Mindset of troubleshooting, experience in problem-solving. Knowing how to narrow an issue and provide clear information on what a problem is will allow others to assist, make decisions and resolve.A strong application user with the ability to create documents and output data into meaningful information for our customers.
Why you should decide on us
Let's grow together, join our market-leading SaaS company – our agile character and culture of innovation enables you to design our future.We provide you with the opportunity to take on responsibility and participate in international projects.In addition to our buddy program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.Our internal mobility initiative encourages colleagues to transfer cross-functionally to gain experience and promotes knowledge sharing.We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries and transparent communication across all levels.Together we're better - meet your colleagues at our numerous team events.To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interviewRecognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.Are you interested? Apply nowRole ID: CS_2025_18MA
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