Customer/Client Success Executive / Account Executive / Field Sales Executive

Hello there!

We are currently doing a MASS HIRING for Customer Success Executives (MANDARIN SPEAKERS ONLY).

The Customer Success Executives will be responsible for:

• Relationship Management – Execute programs to identify and nurture customer advocacy with all customer success managers, leverage on customer feedback and testimonial 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 team to develop campaign to drive customer stickiness and revenue-uplift. This will include different approaches to drive ARPU uplift with (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 Company. Communicate and visualize customers’ requirements/feedback or potential solution leveraging on existing offering to provide a unique solution to our customers, with 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.

Professional Experience

• A candidate for this position must have at least 2 years of working experience in customer success, sales & marketing.
• Experience with face-to-face client meetings is required.
• Strong background in B2B interactions and working with SMEs is required.
• Experience with cross-selling and upselling is required.
• Proficiency in Chinese/Mandarin is a must have.
• Banking industry / credit companies experience 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.

Additional Requirements:

Willingness to travel occasionally for customer meetings and industry events. (Fixed Car Allowances provided)