Customer Success Executive-Upgrade

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Sleek Full time
About Sleek

Sleek is a pioneering company that has revolutionized the back-office experience for micro SMEs through its proprietary software and AI technology. With a focus on customer delight, Sleek empowers entrepreneurs to focus on what they love doing - growing their business and being with customers. Our innovative approach has made us a leader in the market, with a strong presence in Singapore, Hong Kong, Australia, and the UK.

We operate three business segments:

  1. Corporate Secretary: Automating company incorporation, secretarial, filing, nominee director, mailroom, and immigration processes via custom online robots and SleekSign.
  2. Accounting & Bookkeeping: Redefining what it means to do accounting, bookkeeping, tax, and payroll thanks to our proprietary SleekBooks ledger, AI tools, and exceptional customer service.
  3. FinTech payments: Overcoming a key challenge for entrepreneurs by offering digital banking services to new businesses.

Sleek has achieved remarkable growth, with over 70% compound annual growth in revenue over the last five years. We have been recognized by The Financial Times, The Straits Times, Forbes, and LinkedIn as one of the fastest-growing companies in Asia. Backed by world-class investors, we are on track to be one of the few cash flow positive, tech-enabled unicorns based out of Singapore.

About the Role

We are seeking a Customer Success Executive-Upgrade who is passionate about maximizing Sleek revenue by ensuring clients are paying the right price for the services they receive. This role will focus on working with clients based in Hong Kong and will involve:

  1. Maximizing client upgrades to achieve monthly targets.
  2. Minimizing client churn and addressing any concerns or dissatisfaction.
  3. Developing a systematic approach to client communications and follow-ups.
  4. Tracking performance in Tableau and maintaining a clear and tidy pipeline.
  5. Updating templates and suggesting process improvements.
  6. Engaging with the accounting team to address escalations.
  7. Sharing feedback and tips with other members of the upgrade team.

Requirements:

  • Minimum 2-3 years of experience as an Account Executive/Customer Success Executive or Manager.
  • Proven track record of servicing products or services to clients (B2B preferred).
  • Sales and customer support experience are essential.
  • Proactive with a positive attitude to roll up their sleeves and ensure targets are exceeded.
  • Outstanding verbal and written communication skills.
  • A passion for technology and the local startup ecosystem.
  • Experience in upselling/upgrading services to current customers.
  • Zendesk and Tableau experience preferred.
  • Cantonese and/or Mandarin required.

Behavioural fit is also important at Sleek, and we will be looking for candidates that have a proven track record of embodying the following attributes:

Ownership: This shows reliability and helps build trust within the team.

Humility: There is so much we don't know. Humility allows for open-mindedness to feedback and a willingness to learn from others.

Structured Thinking: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you're more analytical or creative in nature, being able to show sound judgement is important to us.

A great listener: Our prospects need to feel heard and understood by you.

Data driven: We are a data-rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it's critical that we use sound data to support our strategies and review the success of our initiatives.

Can have tough conversations in a positive way: It's not a matter of if, but when difficult interpersonal situations arise.

Benefits:

Sleek offers a range of benefits, including:

Humility and kindness: Humility is a core attribute we hire for, which means we have a culture of not taking ourselves too seriously and being able to laugh.

Flexibility: You'll be able to work from home 2-3 days per week.

Financial benefits: We pay competitive market salaries and provide staff with generous paid time off and holiday schedules.

Personal growth: You'll get a lot of responsibility and autonomy at Sleek - we move at a fast pace, so you'll be making decisions, making mistakes, and learning.

Sleek is also a proudly certified B Corp. Since we started our journey in 2017, we've been committed to building Sleek as a force for good. In just over 5 years, we've joined a community of industry leaders like Patagonia, Ben & Jerry's, and P&G who are building an inclusive, equitable, and regenerative economy.

We have planted over 29,271 trees to reforest our ecosystem and saved 7 tons of paper from landfills by processing over 1.4M pages through SleekSign. We aim to be Carbon Neutral by 2030.

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