Senior Customer Success Manager (Hong Kong)

As Senior Customer Success Manager, reporting to VP, Customer Success, you will work directly with our customers to ensure they are getting most value out of our products and services. You will be responsible for executing the strategic customer engagements to augment business value by continuously managing and improving user experience, customer retention and business expansion and continuity. Furthermore, you will act as a liaison between product, service, and sales, incorporating product expertise and customer feedback. Thus, you will be the "voice of the customer."

In this position, you get to:
• Build strategic senior level relationships with assigned customers and continually delight them with a positive, customer-centric attitude
• Provide proactive strategy update with assigned customer accounts
• Become an expert in the way our customers operate and educate internal stakeholders on how to support them more strategically
• Work closely with Sales, Product Development and Services teams to ensure an exceptional customer experience
• Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, retention, and account growth
• Support revenue retention and growth through increased service adoption and increased usage
• Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities
• Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
• Determine usage patterns and use them to gain insights and provide guidance to Sales, Marketing and Product Strategy in identifying opportunities and increase customer satisfaction
• Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management.
• Travel to clients

Measures of Success:
• Customer NPS,
• Customer retention and net ACV growth of existing customers
• Data quality in CRM
• Efficient customer 360 reporting

To be successful in this role, you should have:
• 5+ years of experience in a customer facing role including consulting, technology delivery, account management, sales, or pre-sales within or servicing Capital Markets clients.
• Ideally 2 to 3 years’ experience in a Customer Success role within Capital Markets.
• Previous capital markets expertise working with derivatives and fixed income analytics in trading, risk management or related technology is very beneficial.
• Exceptional Stakeholder management skills including the ability to build and nurture strategic relationships within cross functional teams and managing account risks and issues escalations as necessary.
• Exceptional collaboration and communication skills with the ability to influence multiple stakeholders, prospective and actual clients without direct authority.
• Empathic communicator being the voice of the customer internally and closely engaged with the customers to maximize the success of their solutions.
• Skills to proactively orchestrate the customer’s journey towards their goals.
• Bachelor's degree in a technical discipline, such as Computer Science, Information Technology, Engineering, quantitative finance, financial engineering, mathematics, or physics.
• Fluency in English and one other Southeast Asian Language and/or Mandarin

Preference will be given to candidates that also have:

Graduated from an advanced degree (Masters) in a technical discipline, such as MBA, Information Systems, quantitative finance, financial engineering, mathematics, or physics.