Customer Success Manager

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Visionary Solutions Limited Full time
Customer Success / Client Success Professional

At Visionary Solutions Limited, we are seeking a highly skilled Customer Success / Client Success professional to join our Hong Kong office. As a key member of our team, you will play a critical role in ensuring the success of our clients and driving business growth.

Key Responsibilities:
  • Collaborate with Internal Teams: Work closely with our internal teams to align account activities with each client's unique business case and strategic objectives.
  • Execute on Agreed-Upon Plans: Execute meticulously on agreed-upon plans, adhering to mutually agreed timelines with the client.
  • Develop Joint Impact Plans: Develop and maintain comprehensive joint impact plans for your top accounts within your portfolio, ensuring ongoing alignment and value delivery.
  • Inform and Guide Clients: Proactively inform and guide clients on new features and releases to enhance their experience and maximize value.
  • Monitor Adoption Trends: Monitor adoption and utilization trends, offering tailored recommendations based on each client's evolving business needs.
  • Identify Renewal Risks: Identify potential renewal risks and retention challenges, collaborating closely with internal and sales teams to secure successful renewals.
  • Upsell and Expansion Opportunities: Identify opportunities for upselling and expansion, enabling named Account Executives to drive growth effectively.
  • Conduct Customer Business Reviews: Conduct regular, insightful customer business reviews to foster transparency, alignment, and mutual success.
Requirements:
  • Education: A Bachelor's degree or higher is preferred for this role.
  • Experience: 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.
  • Portfolio Management: Demonstrated proficiency in effectively managing complex, multi-divisional, and multi-geographical client portfolios.
  • Collaboration: A talent for seamless collaboration with cross-functional teams, including Sales, Product, Marketing, and Services, driving collective success.
  • Adaptability: Thrive in fast-paced environments, exhibiting agility in multitasking and embracing diverse responsibilities.
  • Industry Expertise: Exhibit industry-specific expertise in areas such as media monitoring, SaaS, PR, or Marketing.
  • Language Skills: Excellent written and verbal communication skills in Cantonese and English.
  • Work Schedule: Openness to embrace our hybrid work schedule, requiring presence in the office three days a week.
  • Work Authorization: The ability to legally work in the country of hire is required for this position.

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