Customer Success Manager - Hong Kong
Insider., Hong Kong
Job Description
Have you met with Insider? If your answer is “No” this paragraph is for you; we are a fast-growing, fast-paced Technology Startup backed by Sequoia Capital (2018), which previously invested in brands such as WhatsApp and Airbnb, and Riverwood Capital (2020). We are trusted by more than the world’s 800+ leading brands such as Singapore Airlines, Virgin, Uniqlo, Nestle, Nissan, Samsung, Lenovo, Puma, Media Markt, IKEA, Allianz, Santander, Dominos, Avon and CNN. We have also been listed amongst the 2017 Red Herring Europe Top 100 & our CEO Hande Cilingir was listed as the third Woman CEO located outside of the US, by Crunchbase. We help them grow beyond the speed of customer expectations, drive growth across the funnel. We provide them an experience beyond their imagination, uplift their customer interaction from Acquisition to Activation, Retention, and Revenue with our cutting edge ML & AI technologies. We answer all their needs with our Growth Management Platform and stand by them at every step of the way . We move fast and agile, create beautiful cutting-edge products, and create an impact with our 600+ teammates in 25+ offices.
You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavoured with the coolest startup jargons. But, let’s be honest, nothing says more than the real experience, right? So we asked our team to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.
Job Description
You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology
Help our clients understand their needs and which of our features and products best match their goals and expectations
Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology
Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization
Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap
Job Specification
What we expect from you.
A university degree in Business, Marketing, Engineering, or related fields
To have, to some extent, digital marketing related experience in a customer-oriented position
Show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level
Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we’ve got clients all over the world!
Be a self-motivated and savvy tech bug, always in search for savvy solutions and ideas to improve our relationship with our clients
Cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance Superior project and time management skills. A keen eye for detail is a plus!
Passion for testing, measuring and improving outreach and follow up effectiveness
The ability and flexibility to work in a fast-paced startup environment
Solid understanding of basic web concepts and digital marketing.
Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)
Mens sana in corpore sano! You’ll enjoy delicious and healthy lunches, dinners and afternoon snacks. Plus coffee and tea handy!
We offer many hard and soft skills trainings to help you improve and challenge yourself. You’ll have access to Udemy’s business plan, where you can choose over 10,000 courses to satisfy your hunger for knowledge.
You’ll have space to share your skills and even deliver trainings and workshops if you wish. Sharing is caring!
We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you wantYou’ll have a chance to work in an international, diverse and inclusive environment
You’ll be part of an industry that’s shaping the future of customer experiences.
Don’t believe us? Just ask Google.
Occasional TGIF happy hours!
Was this position made for you?
So let’s talk! We’re curious bugs and can’t wait to get to know you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.