General Responsibilities:
- Communicate effectively to set customer expectations and influence outcomes.
- Act as a customer advocate by ensuring smooth and clear handoffs with internal teams throughout and after implementations.
- Maintain a wholistic understanding of your customers portfolio; be proactive in anticipating their needs.
- Coordinate with sales, operations, and management teams to support account management and provide timely updates and resolutions to customers.
- Drive high customer satisfaction.
- Flag churn risks and proactively engage with sales, operations and management.
- Generate monthly report and conduct regular meetings with customers.
- Maintain confidentiality and handle sensitive information with discretion
In-Depth Responsibilities:
- Follow up on post-implementation tasks and ensure they support customer goals by managing onboarding, training, reviews, and escalations.
- Understand customer usage trends to drive adoption, using relationships and tools to meet requirements and improve their experience.
- Actively gather customer feedback and provide it to relevant teams.
- Identify feedback trends and drive process improvements for key accounts.
- Engage key stakeholders to ensure adherence to procedures and policies.
- Document and communicate issue resolutions and improvement plans.
- Support renewal agreements and identify opportunities for customer expansion by partnering with sales teams.
- Manage delivery of Operational Survey Reviews and support follow-up actions.
Requirements:
- Bachelor's degree in Business, Communications, IT, or a related field, or equivalent experience.
- Minimum 2–3 years in B2B key account management, customer success, client relations, or professional services.
- Strong organizational skills with a sense of urgency, excellent time management, and the ability to manage multiple priorities effectively.
- Excellent communication skills in English (Mandarin a plus), with the ability to set expectations clearly, resolve conflicts, and build strong relationships.
- Proficiency with CRM and customer success tools, Microsoft Suite, and the ability to quickly learn new software.
- Strong customer focus with the ability to empathize, think strategically, and drive customer satisfaction and adoption.
- Collaborative and trustworthy team player with
corporate acumen
, including executive presence, financial awareness, and a proactive, problem-solving mindset.