Customer Success Specialist

Please note, this is an office-based role based out of our Hong Kong office.

• Exceed KPI targets aimed at increasing user engagement with our services
• Localised knowledge of the Taiwanese and Hong Kong markets and culture
• Follow our Customer Journeys for Onboarding, Maintain, Growth and Rescue to maintain and grow the relationship by regular contact with users to understand their drivers, requirements and challenges to advise on how our service can help them
• Follow up on all customer requests promptly
• Arrange & deliver interactive workshop meetings with clients tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value
• Partner with the Account Manager(s) to collaborate on account plans for all accounts, with a specific focus on growth and rescue accounts
• Keep up to date with all developments in our range of products and services and ensure you are an expert in all aspects of everything we do
• Data Analysis: Monitor the active user report alongside mapped account information to ensure that all users are engaged with the best content for them. Use this mapping to find new opportunities within the current user base and beyond

• Fluency in English and Mandarin (mandatory requirement)
• Familiarity with Taiwanese & Hong Kong B2B clientele/market
• 1-2 years of previous Customer Success experience in SaaS-based companies  
• Truly exceptional customer service experience, ideally within Fashion
• Thrives in a fast-paced environment and must be comfortable making a high volume of calls and email contacts daily
• Experience with the Microsoft/Google suite is essential; Salesforce is preferable
• Applies an understanding of how Client Services reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused but always brings a commercial mindset to grow their book of business
• Strong attention to detail, excellent presentation and organisational skills
• Exceptional communication and collaboration with the ability to work within a diverse client base, in line with business SLA’s
• An understanding of the product design cycle and exposure to retail, lifestyle trends or creative industries are strongly desirable
• Excellent interpersonal skills, adaptability and ability to go the extra mile
• A positive and professional attitude