Client Success Manager

Job level Middle
Work exp Minimum 5 Years
Education Bachelor Degree
Location
Within Hong Kong
Employment type Full Time
Industry Information Technology
Job function Sales / Business Development / Customer Service > Account Servicing
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 08/11/2019

WHAT YOU'LL DO:

  • Manage and steer Radica’s relationships with core clients;
  • Identify, coordinate and drive development initiatives for existing client growth through Account Development Planning;
  • Plan strategy with clients and internal teams to meet objectives of both parties;
  • Cross sell of services to existing clients where opportunity exists – working with internal teams to increase exposure of our full product suite;
  • Run regular client Business Reviews from agenda setting to leading the meetings, and support the process of this;
  • Work with clients to know and understand their businesses, define and meet objectives, and work with operations team to track performance;
  • Update and maintain client process documents, and general organisation of client collateral. Keep abreast of Radica’s full client list across all channels;
  • Regularly solicit feedback from clients to ensure that our customers are happy with our products and services and serve as a customer advocate to help get customer issues resolved quickly.

WHAT BASIC QUALIFICATIONS YOU NEED TO GET:

  • Bachelor’s Degree or equivalent experience;
  • Minimum 5 years’ experience in Customer Success, Account Management, Professional Services, Management Consulting, or another client facing role;
  • Experience in direct marketing/ CRM / data analytics/ cloud based technology sectors;
  • Knowledge of Customer Success metrics, customer satisfaction, etc;
  • Experience in working with complex, multi-divisional, multi-geographical customers;
  • Deep understanding of value drivers in recurring revenue business models;
  • Ability to create structure in ambiguous situations and design effective processes;
  • Critical thinking, analysis, troubleshooting, and problem solving expertise;
  • Ability to effectively prioritize and escalate customer issues;
  • Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels.

WHAT YOU WILL LOVE ABOUT US:

  • Great Company Culture. Dynamic working environment. Rich gathering and team building
  • Rest and Relaxation. Minimum 17 paid holidays, One-month Escape Leave
  • Flexibility. Home office days, Flexible working hours
  • Health Benefits. Medical Insurance, Health Check-up/ Dental allowance
  • Radica University. Take the class, be equipped, get reimbursed
  • Leisure. Club house facilities (Swimming Pool, Gym, Yoga just downstairs of our office!)

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Data held by the company relating to employment applications will be kept confidential and used only for processing applications. Applications who are not contacted within 1 month may consider their applications unsuccessful.

All personal data of unsuccessful applicants will be retained for a maximum period of two years and may refer suitable applicants to other vacancies within the company.