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Senior Customer Success Manager

Hong Kong
Account Management/Bus Development, Consultancy, Field/Telephone/Operations
This vacancy has now expired.

The company:

A global B2B business information provider for Fashion/retail and creative focused industries are currently looking for a motivated person to join as a Senior Customer Success Manager in Hong Kong. This international and growing business provide market insights and business information across a range of industries, growing their strong reputation and relationships within these industries. This person will manage and develop a client services team across the APAC region; focusing on high quality service for their clients and customer. If you are looking to work in a rewarding corporate culture, with a highly progressive career path; this is the role for you!

The role of Senior Customer Success Manager will include:

* Retaining customers and increasing their usage across the APAC region.
* Data driven services, acting upon data tracked and encouraging the team to do so.
* Driving and coaching the customer services team across APAC (around 10 people).
* Managing the team directly, with a hands on approach, ensuring targets are hit.
* Maintaining high customer engagement levels.
* Reporting usage across the region and identifying clients that may be at risk.
* Developing engagement strategies.
* Acting in a consultative manner to drive the team, asking questions about needs and how to find solutions for these.
* Being hands on, showing the team what to do and mentoring them on effective calls and discovery.
* Hiring and training staff when required.

A successful Senior Customer Success Manager will have the following:

* Proven experience in either a call centre and customer service focused background
* Driven by data and reacting to it.
* Experience managing and coaching a team (2 years minimum of management)
* A good understanding of customer retention and problem solving is needed.
* Proven track record in retention and handling customer issues.
* Excellent English, spoken and written and preferably Cantonese.
* Excellent communication and negotiation skills.
* Client-facing experience
* Excellent interpersonal skills and able to work independently.

If this brilliant role sounds like something you could be interested, please call Laura Denholm on +852 3695 5002.

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