ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Customer Success Manager responsible for maximizing customer value in the Hong Kong market. Supporting product adoption and driving client retention in a rapidly growing tech environment.
Responsibilities
- Act as a voice of the customer and lead the customer experience with timely delivery and solutions-oriented support to a mix of high-velocity small and medium-sized accounts across various channels (email, chat, phone)
- Responsible for growing customer lifetime value, which includes identifying upsell/cross sell opportunities, reducing churn, and partnering with teams to impact revenue
- Support the team to provide an exceptional service experience, including onboarding and integration, analysis on utilization ROI, and strategy recommendations; own the entire post-sale customer journey
- Collaborate with cross-functional technical and non-technical teams to build scalable processes, self-help content, and tools to improve the customer experience and drive business outcome
- Collect product feedback, analyze usage data, and assess customer behavior to achieve measurable product adoption objectives and deliver value-driven touchpoints and personalized recommendations
- Support all day-to-day business operations associated with customers including billing and continuous process and documentation improvements
- Manage and mentor a small, growing team of Customer Success professionals
Requirements
- Bachelor’s degree required
- 5+ years of customer success and support; preference for e-commerce
- Proven ability to manage revenue-related KPIs such as renewal rate, upsell, NRR, and churn
- Outstanding commercial and product acumen and a track record of contributing to revenue growth
- High attention to detail and the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up team-centric environment
- Excellent communication, relationship-building, and consultative selling skills, including the ability to speak and influence technical and non-technical audiences
- Balanced mix of creative and analytical skills
- Must speak, read, and write English and Cantonese fluently
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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