Customer Success Executive/Senior Executive/Account Manager (Chinese Speaker)

Company Description

Our client is a well established Fintech Company, offering services on their platform.

Role Description

This is a full-time on-site role for a Customer Success Executive/Senior Executive. The role involves tasks such as ensuring customer satisfaction and retention, utilizing analytical skills for customer support, and managing customer accounts on a daily basis.

Responsibilities

• Relationship Management –Execute programs to identify and nurture customer advocacy with all customer success managers, leverage on customer feedback and testimonials to drive business growth and brand loyalty.
• Retention and Renewal – lead efforts to minimize churn and maximize customer retention and renewals. Analyze and understand customer health metrics and implement proactive measures to address potential issues and mitigate risks.
• Customer Engagement – Execute, iterate, and provide improvement in customer engagement using the T-12 customer journey playbook to foster long-term relationships and drive customer satisfaction. Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing teams to develop campaigns to drive customer stickiness and revenue-uplift. This will include different approaches to drive ARPU uplift with the (Small-Medium-Large) S-M-L customer segment.
• Customer management – Build and maintain executive relationship with customers, actively collaborate closely with customers, identifying their unique needs & challenges both from business and technical perspective, mapping them back to the solutions offered by the company. Communicate and visualize customers’ requirements/feedback or potential solutions leveraging existing offerings to provide a unique solution to our customers, with the product development team.
• Performance Metrics – Key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU and CSAT.
• Operational Efficiency – Leverage of Sales Performance Standard (SPS), SFDC and dashboard for performance monitoring, management, and process improvement.

Qualifications

• Min Bachelor Degrees
• Min 2 years of experience
• Experience in Sales, Account Manager or Customer Support.
• Experience in B2B sales is a plus!
• Experience in working with corporate, enterprise accounts with sales cycles will be an advantage.
• Strong analytical, negotiation and problem-solving skills with excellent communication and presentation abilities.
• Commitment to customer satisfaction and passion for driving customer success.
• Must be fluent in English and Chinese