Client Success Lead

2 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Chancery House Ltd Full time

At Chancery House Ltd, we're committed to delivering exceptional client experiences that drive long-term success. As a Client Success Lead, you'll play a critical role in shaping our clients' engagement strategies and ensuring seamless operational excellence.

About the Role

This is an exciting opportunity to join our team as a Client Success Lead, driving post-sales operational excellence and taking ownership of product & service education. You'll lead a high-performing team, collaborate cross-functionally, and partner closely with business development, compliance, and sales teams to deliver world-class customer experiences.

Responsibilities:
  • Lead, mentor, and coach a team of client services and admin managers to deliver high levels of client satisfaction and happiness.
  • Oversee client onboarding, working closely with compliance, business development, and sales to ensure a streamlined, transparent, and seamless engagement experience.
  • Partner closely with business development, compliance ops, settlement, and platform teams to ensure smooth hand-offs and seamless client journeys.
  • Build and maintain strong relationships with our most strategically aligned client-partners, understanding their evolving business needs to proactively add value.
  • Analyze client data to uncover trends, anticipate needs, and develop strategic solutions to drive NPS growth.
  • Manage and solve client issues, acting as a key liaison between clients and internal teams to ensure efficient resolution.
  • Track and optimize performance metrics for the client success team, continuously identifying areas for improvement.
  • Drive upselling and cross-selling of additional services to existing clients, maximizing value and growth opportunities.
  • Develop and implement success plans for key accounts, ensuring long-term retention and engagement.
  • Gather and relay client feedback to internal teams to support continuous product improvement.


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