Customer Success Manager, Hong Kong

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Blackpanda Full time
Join Blackpanda as a Customer Success Manager

We are seeking a highly skilled Customer Success Manager to join our team at Blackpanda, a leading local cyber incident response firm in Asia. As a Customer Success Manager, you will play a critical role in ensuring our customers achieve their goals while using our product or service.

Key Responsibilities:
  • Onboard and train new customers, ensuring a smooth transition and clear understanding of our product's features and functionalities.
  • Develop and maintain long-term relationships with customers, regularly checking in and being the primary point of contact for any queries or concerns.
  • Advocate for customer needs internally, ensuring their feedback is heard and acted upon by our product development team.
  • Work with customers to establish clear goals and success plans, and regularly review these plans to ensure ongoing satisfaction and achievement of key objectives.
  • Promptly address customer issues, liaising with technical support or other departments as necessary to resolve problems efficiently.
  • Identify opportunities for account growth through renewals, upselling, or cross-selling, always ensuring that the customer's needs are at the forefront.
  • Collect and analyze customer feedback to identify trends, opportunities for improvement, and potential new features or services.
  • Monitor customer health metrics and provide regular reports to leadership on account status and customer satisfaction levels.
Requirements:
  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Minimum of 5 years of experience in customer success, account management, or a related role, preferably in a SaaS or technology company.
  • Strong interpersonal skills with a proven ability to build and maintain relationships.
  • Excellent communication skills, both written and verbal.
  • Ability to analyze data and derive insights to inform decisions.
  • Familiarity with customer success software and CRM tools.
  • Problem-solving mindset with a proactive approach to addressing customer needs.
  • Ability to work independently and as part of a team in a fast-paced environment.
What We Offer:
  • Competitive salary and uncapped sales commissions.
  • Opportunities for professional growth and development.
  • A comprehensive corporate health plan.
  • Flexible work arrangements, including remote work options.
  • A dynamic and culturally diverse work environment.

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