Customer Success

2 months ago

Hong Kong, Hong Kong SAR China Visionary Solutions Limited Full time

Our client offers comprehensive media monitoring and analysis across online news, social media, print, broadcast, and podcasts, capturing more content and conversations than anyone else in the industry. They are currently seeking for a Customer Success / Client Success professional to join their Hong Kong office. The candidate must have experience and exposure in SaaS.

 

 Job Duties:

  • Collaborate closely with internal teams to align account activities with each customer's unique business case and strategic objectives.
  • Execute meticulously on agreed-upon plans, adhering to mutually agreed timelines with the customer.
  • Develop and maintain comprehensive joint impact plans for your top accounts within your portfolio, ensuring ongoing alignment and value delivery.
  • Proactively inform and guide customers on new features and releases to enhance their experience and maximize value.
  • Monitor adoption and utilization trends, offering tailored recommendations based on each customer's evolving business needs.
  • Identify potential renewal risks and retention challenges, collaborating closely with internal and sales teams to secure successful renewals.
  • Identify opportunities for upselling and expansion, enabling named Account Executives to drive growth effectively.
  • Conduct regular, insightful customer business reviews to foster transparency, alignment, and mutual success.
  • Act as the primary advocate for customers, channeling their feedback and insights to drive continuous improvement across all areas, including product development and service delivery.

 

 Job Requirement:

  • A Bachelor's degree or higher is preferred for this role.
  • An extensive professional history spanning 7-10+ years, showcasing a diverse array of experiences in roles such as Management Consulting, Customer Success, Account Management, Business Development, or other client-facing positions.
  • Demonstrated proficiency in effectively managing complex, multi-divisional, and multi-geographical client portfolios.
  • A talent for seamless collaboration with cross-functional teams, including Sales, Product, Marketing, and Services, driving collective success.
  • Thrive in fast-paced environments, exhibiting agility in multitasking and embracing diverse responsibilities.
  • Exhibit industry-specific expertise in areas such as media monitoring, SaaS, PR, or Marketing.
  • Bonus points for previous experience in Project Management, enriching your profile.
  • Excellent written and verbal communication skills in Cantonese and English.
  • Openness to embrace our hybrid work schedule, requiring presence in the office three days a week.
  • The ability to legally work in the country of hire is required for this position.

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