customer success manager - cloud-based fintech provider in Hong Kong

posted
contact
hazel cheng, randstad hong kong
job type
permanent

job details

posted
location
hong kong
specialism
sales
job type
permanent
working hours
Full-Time
reference number
91M0158145_1625644313
contact
hazel cheng, randstad hong kong
phone
+852 2232 3497
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job description

Overview
  • The Customer Success Manager works with customers on general maintenance and support for new and on-going implementations.
  • This role is also the direct line for exchange managers and contract signers to address inbound questions and issues while interacting with other internal groups.
  • The identified candidate should work under the guidance of other CS professionals and apply professional concepts, or company policies and procedures to execute work and resolve routine issues.
Job Responsibilities:
  • Responsible for the coordination and completion of projects on the Customer Success team.
  • Develop familiarity with a variety of the field's concepts, practices, and procedures.
  • Define project scope, determine appropriate project features and functionality, liaise with key contacts throughout the active project engagement process.
  • Manage customer relationships and expectations, liaise with sales as well as other internal teams.
  • Thorough communication and handoff with day CSM on client incidents and status.

Qualifications:
  • Bachelor degree holder of any relevant disciplines.
  • 2-3 years of experience providing excellent customer service, good to have industry background in fintech, professional firms, financial data solution providers or IT companies.
  • Fluency in English and Mandarin, spoken Japanese is desired. Not necessarily native, but able to communicate fluently and smoothly.
  • Strong in customer service and account servicing; Passionate about customer success.
  • Solid presentation and communication skills, technical acumen, and problem solving skills.
  • Candidates who are willing to work from 1pm to 10pm (Mondays to Fridays) will be prioritized first but our client allows options to either work from home or work at the office.

skills

Japanese, Customer Success, Customer Service

qualification

no additional qualifications required

educational requirements

Bachelor Degree