Customer Success Specialist

The Customer Success Specialist works with the Account Management team to ensure that our clients in Taiwan and the Hong Kong region understand and use our portfolio of products. The role involves identifying upsell opportunities while focusing on volume retention, and working with the Account Manager(s) to collaborate on account plans for all accounts.

Requirements

• 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

Benefits

• 25 days of holiday per year - with an option to buy/ sell up to 5 days
• Pension, Life Assurance and Income Protection
• Flexible benefits platform with options including Private Medical, Dental Insurance & Critical Illness
• Employee assistance programme, season ticket loans and cycle to work scheme
• Volunteering opportunities and charitable giving options
• Great learning and development opportunities