Customer Success Specialist

General Responsibilities:

1. Communicate effectively to set customer expectations and influence outcomes.

2. Act as a customer advocate and ensure smooth handoffs to/from internal teams.

3. Proactively reach out to customers to touch base on key customers

4. Support account management in conjunction with sales, operations and management.

5. Flag churn risks and proactively engage with sales, operations and management.

6. Drive high customer satisfaction.

7. Ensure smooth and clear handoffs to/from internal teams post implementations

8. Work cross-functionally to provide timely updates and resolutions to customers.

9. Generate monthly report and conduct monthly meeting with the customers on regular basis

In-Depth Responsibilities:

1. Follow up on post implementation tasks and connect them to customer goals.

2. Develop and track Customer Success Plans.

3. Drive product and process adoption by understanding customer usage trends.

4. Provide customer education on our company products and provide solutions for customers’ needs

5. Actively gather customer feedback and provide it to relevant teams.

6. Identify feedback trends and drive process improvements for key accounts.

7. Engage key stakeholders to ensure adherence to procedures and policies.

8. Document and communicate issue resolutions and improvement plans.

9. Manage delivery of Operational Survey Reviews and support follow-up actions.

Requirements:

1. Bachelor's Degree in Business, Management, Communications, IT, Telecommunications, or other related degree; or equivalent combination of education and experience
2. Min. 2 to 3 years of experience in B2B Enterprise Key Account Management, Customer Success, Client Relations, Professional services, Consultancy or Business Development
3. Proficiency with customer success tools, CRM software, data analysis tools.
4. Strong time management and organizational abilities, capable of efficiently handling multiple tasks and priorities.
5. Strong understanding of customer experience principles, strategies, and best practices and deep understanding of the company’s products and services.
6. Exceptional professional communication skills
7. Self-driven, able to work independently as well as a good team player
8. Ability to empathize with customers and build lasting relationships.
9. Comfortable with technology and able to quickly learn new tools and software
10. Customer satisfaction oriented
11. Excellent written and verbal communication skills in English and Mandarin Chinese