Customer Success Executive

Responsibilities:

• Managing and growing relationships with key customers, acting as their primary point of contact.
• Gathering customer feedback and communicating product improvement suggestions to the development team.
• Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.

• Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
• Oversee the customer lifecycle management and identify areas for optimisation.
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.

Requirements:

• Bachelor’s Degree or equivalent experience in Business, Sales, Customer Success, Communications, or a related field.
• At least 1 year of experience in customer success, account management, or customer service roles.
• Experience in managing large enterprise-level accounts, customer retention, and upselling strategies.
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Solid negotiation skills to handle complex customer accounts.

• Multilingual abilities, especially in regional languages. Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.
• Fluent in Cantonese and English. Putonghua will be a bonus.