Customer Success Manager, Product & Analytics

Product and Analytics · Hong Kong, Quarry Bay
Department Product and Analytics
Employment Type Full-Time
Minimum Experience Experienced

ELEVATE is looking for an experienced customer relationship(s) professional to join its Product and Analytics team. The Customer Success Manager (CSM) will support our customers as they transition from a sales prospects to active users of the EiQ product-suite. The focus is on customer loyalty and building close long-term client relationships in a manner that will support scaled EiQ integration and program success. The CSM engages with customers proactively and suggests new and innovative ways to keep them succeeding with EiQ and related ELEVATE products. Works at the interface of the sales, client services, product and I.T. support functions. This is an exceptional opportunity for a creative and entrepreneurial individual, who is truly passionate about people, customers, high performing teamwork, innovative products and the implementation of business-driven sustainability solutions.  


Responsibilities

  • Leads customer onboarding, training and growth in the EiQ product suite and related products
  • Defines the customer engagement process and supporting materials from onboarding to active users
  • Proactively engages customer teams to ensure they see the value of EiQ and related products
  • Keeps clients updated on new EiQ features and collates their feedback for product improvement
  • Helps expand customer relationships, increase customer retention and drive customer satisfaction.
  • Monitors customer happiness and identifies solutions to address customer pain points
  • Focuses on long-term relationships and adding value over the customer lifecycle
  • Manages / grows a pipeline of renewals and new business in collaboration with our sales teams
  • Produces and shares monthly internal metrics and reports on adoption, growth and retention
  • Helps connect client requirements to wider product roadmap(s) and business strategy
  • Participates as customer ambassador in the bi-weekly global Product Working Group sessions
  • Builds a global client relationship base including with senior executives and decision-makers
  • Represents ELEVATE as a thought leader in discussions with customers, conferences and events


Qualifications

  • 10+ years’ experience in responsible sourcing, sustainability and customer / sales teams
  • Clear knowledge of responsible sourcing systems and platforms and supply chain issues
  • Significant business development experience and comfort working to ambitious targets
  • Understands the customer relationship and has a high-level view of the customer lifecycle
  • Evidence of managing and growing customer relationships and informing product development
  • Strong organization and presentation skills with a passion for people
  • Has and applies emotional intelligence and manages conflicts both internally and externally
  • Provides clear feedback so that teams can reflect and inform product development
  • Strong mind-set for innovation, product development and responding to market drivers
  • Track record for engaging internally and externally at senior executive and c-suite level
  • Excellent written and verbal English, with a preference for one additional regional language (Chinese)

Compensation

ELEVATE offers a competitive salary and compensation package based on experience and qualifications.

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  • Location
    Hong Kong, Quarry Bay
  • Department
    Product and Analytics
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced