Technology Customer Success Specialist

2 weeks ago

Hong Kong Island, Hong Kong SAR China Tag Full time
Senior People & Culture Business Partner HK & TW at Tag

At Tag, we bring big ideas to life. As a leading creative production and sourcing partner, we work with some of the world's biggest brands and agencies, delivering content at scale to create campaigns that are more impactful, more effective and more efficient.

We believe that the combination of different ideas, experience, backgrounds and skillsets create a great place to work, and we are committed to promoting an inclusive, equitable and diverse culture where each employee feels supported and empowered.

But don't just take our word for it We are proud to have recently won awards for Best Culture, Production Agency of the Year and Outstanding SME in Gender Equality, Family Status Equality and Racial Equality and Inclusion. Check out www.tagww.com to learn more.

Job Overview:

We are seeking a dynamic and client-focused Technology Customer Success Specialist to drive adoption, engagement, and retention of our technology solutions. This role requires a deep understanding of our technology and its roadmap, proactive client relationship management, and a consultative approach to ensure that customers achieve maximum value. You will serve as a trusted advisor, collaborating closely with our clients to understand their needs, provide technical guidance, track key customer success metrics, manage implementation and opportunity tracking and ensure seamless customer onboarding and training.

To start with, since the workload is not expected to be significant to start with, the time will be equally split with a Solutions Consultant role. This role requires working closely with the business, clients and technology teams, to come up with technology solutions for existing and new business. A clear understanding of the technology capability of Tag will be required, with training provided of course.

Key Responsibilities:

  • Develop and execute customer success strategies to drive adoption, retention, and expansion within our client base.
  • Act as the primary point of contact for strategic client relationships, ensuring high levels of satisfaction and retention.
  • Track key customer success KPIs, including churn rate, customer lifetime value, NPS, and adoption metrics.
  • Utilize Kapta or similar Customer Success Platforms to manage customer engagement, track opportunities, and monitor account health.
  • Track and monitor customer health metrics, proactively addressing risks and identifying expansion opportunities.
  • Drive adoption by understanding client objectives and aligning our tech solutions to their business goals.
  • Collaborate cross-functionally with sales, product development, and support teams to advocate for customer requirements and drive product enhancements.
  • Develop training materials, conduct onboarding sessions, and create documentation to ensure customers fully leverage our platform's capabilities.
  • Develop and deliver customer success metrics and reports to internal stakeholders, highlighting key achievements, challenges, and opportunities.
  • Conduct regular business reviews and performance analysis to track progress against client goals.
  • Identify upsell and cross-sell opportunities by aligning client needs with new product offerings.
  • Serve as a trusted advisor, providing strategic guidance on best practices and digital transformation.

Qualifications & Skills:

  • Bachelor's degree in Computer Science, Information Technology, Business Administration, Marketing or related field.
  • 3 - 5 years' relevant experience.
  • Proven experience in customer success, account management, or a related client-facing role in a SaaS or technology environment.
  • Strong understanding of AI-driven solutions, digital transformation, and enterprise software implementation.
  • Experience tracking and analyzing customer success KPIs and engagement metrics.
  • Excellent communication, presentation, and stakeholder management skills, with the ability to understand and articulate complex technical concepts to non-technical audiences.
  • Ability to analyze customer data and translate insights into action.
  • Experience working with cross-functional teams, including product, sales, and engineering.
  • A proactive, problem-solving mindset with a passion for delivering customer value.
  • Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
  • A passion for technology and a genuine desire to help clients succeed.
  • Familiarity with Kapta or other Customer Success platforms is a plus.

We offer competitive remuneration package and fringe benefits to the successful candidate. In addition, you will have an opportunity to work in a reputable company with excellent career exposure.

Interested parties please send us your full resume with expected salary and availability by clicking "Apply Now".

As an ethical employer, Tag will never ask job applicants to provide private, sensitive information upfront or make offers of employment contingent on financial requests or responsibilities from any candidate.

Don't let self-doubt get in the way of what could be a great opportunity. We know from research that while men tend to apply to jobs when they meet around 60% of the criteria, women and people from diverse backgrounds may not put themselves forward unless they check every box.

If you think this role could be a great fit for you, please do get in touch – even if you don't meet every single requirement. Let's have a chat and see if this could be the right role for you.

(All information provided will be treated in strict confidence and used solely for recruitment purpose).

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology and Advertising

Industries

Media Production

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