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Customer Success Manager, Hong Kong

2 months ago

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

Blackpanda Group is a leading provider of digital emergency response services in Asia, dedicated to delivering world-class incident response solutions to businesses in the region.

Job Summary

We are seeking a highly skilled Customer Success Manager to join our team in Hong Kong. As a key member of our customer success team, you will be responsible for building and maintaining strong relationships with our clients, understanding their needs, and providing tailored solutions to ensure their success and satisfaction.

Key Responsibilities
  • Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth transition and clear understanding of our product's features and functionalities.
  • Account Management: Develop and maintain long-term relationships with customers, regularly checking in and being the primary point of contact for any queries or concerns.
  • Customer Advocacy: Advocate for customer needs internally, ensuring their feedback is heard and acted upon by our product development team.
  • Success Planning: Work with customers to establish clear goals and success plans, and regularly review these plans to ensure ongoing satisfaction and achievement of key objectives.
  • Issue Resolution: Promptly address customer issues, liaising with technical support or other departments as necessary to resolve problems efficiently.
  • Renewal and Upselling: Identify opportunities for account growth through renewals, upselling, or cross-selling, always ensuring that the customer's needs are at the forefront.
  • Feedback Collection: Collect and analyze customer feedback to identify trends, opportunities for improvement, and potential new features or services.
  • Reporting and Analytics: Monitor customer health metrics and provide regular reports to leadership on account status and customer satisfaction levels.
Requirements
  • Education: Bachelor's degree in Business Administration, Marketing, or a related field.
  • Experience: Minimum of 5 years of experience in customer success, account management, or a related role, preferably in a SaaS or technology company.
  • Skills: 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.
  • Tools: Familiarity with customer success software and CRM tools.
  • Work Environment: Ability to work independently and as part of a team in a fast-paced environment.
What We Offer
  • Competitive Salary: HKD $372,400 per annum, with uncapped sales commissions.
  • Equity: ESOP baseline award proportional to the annual compensation for a total of 10,500 options with a strike price set at current Fair Market Value, with a 5-year vesting period inclusive of a 1-year cliff.
  • Benefits: 40 days paid leave per year inclusive of public holidays, limited work-from-anywhere policy, comprehensive corporate health plan, opportunities for inter-office travel, and professional training budget.