Customer Success Specialist

3 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Visionary Solutions Limited Full time
About Visionary Solutions Limited

We are a leading provider of comprehensive media monitoring and analysis services. Our cutting-edge technology helps businesses stay ahead in the industry.

Job Summary

$120,000 - $150,000 per year

This role is responsible for driving customer success and growth across our portfolio. The ideal candidate will have a strong background in SaaS, excellent communication skills, and experience in managing complex client relationships.

Key Responsibilities
  • Collaborate with Internal Teams: Work closely with cross-functional teams to align account activities with each customer's unique business case and strategic objectives.
  • Execute Agreed-upon Plans: Execute meticulously on agreed-upon plans, adhering to mutually agreed timelines with the customer.
  • 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 Customers: Proactively inform and guide customers 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 customer's evolving business needs.
  • Risk Identification and Mitigation: Identify potential renewal risks and retention challenges, collaborating closely with internal and sales teams to secure successful renewals.
  • Upselling and Expansion Opportunities: Identify opportunities for upselling and expansion, enabling named Account Executives to drive growth effectively.
  • Customer Business Reviews: Conduct regular, insightful customer business reviews to foster transparency, alignment, and mutual success.
Requirements
  • 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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