WGSN - Senior Customer Success manager - Hong Kong

Job function:
Client Services
Job type:
Perm Full Time
Hong Kong
£ 0 - 0
Job ref:
Close date:
25 December 2017

Function: Sales
Location: Hong Kong
Line Manager: Regional Director, Asia Pacific
Direct Reports: 9

WGSN, the World’s leading trend forecaster, has an exciting newly created regional role based in APAC HQ in Hong Kong. With trend and information hubs in New York, Hong Kong, São Paulo and London we have 16 offices around the world and employ approximately 500 people. We work with over 6,000 customers including every Retailer on the Fortune 500 and key brands across Europe, Asia, Latin America, and North America.
The Senior Customer Success Manager, APAC is responsible for driving high level of customer volume retention. Managing a team of Client Services Specialists to provide in-bound and pro-active customer support across the APAC region. The Senior Customer Success Manager is responsible for creating a strategic Client Service Plan that ensures service that continoulsy drives up the WGSN renewal rate. The plan must cleary dentify any risk accounts early and, in partnership with the Account Managers, execute the plan to retain and grow the relationship with the customer base. Success metrics for this role are tied to the overall renewal rate and usage % across the region.
 Increase the customer usage and customer retention rate across the APAC region
 Drive lead generating behaviour through the customer service team
 Manage the implementation of a real time data led service team and empower the team to act on the data
 Develop and maintain the annual Service Level Plan for the APAC region
 Manage a team of 9 Client Services Specialists loacted in Hong Kong and Australia
 Responsible for the team owning and achieving their individual weekly KPI’s
 Ensuring we maintain high customer engagement levels as a total team
 Generate weekly reports to monitor department and improve customer service
 Report on the weekly usage across the region identify healthy clients and at-risk clients
 Develop and implement further engagement strategies
 Coach the team on questioning skills to ensure we have a deep understanding of customer requirements
 Act as a mentor for the team on effective calls, discovery and mapping product tours
 Ensures team work to the service wheel and action all salesforce tasks
 Responsible for hiring and training ofnew client services spcscialists when required
 Manage to a resolve any escalated customer contract issue if under the CORE, BASIC or EDU portfolio
 Proven ability to INSPIRE, ENGAGE and LEAD a team
 Language proficiency in English and another Asian language is desirable
 2+ years of management and coaching experience particularly a junior team
 5+ years of experience in customer service or call centre management
 Proven track record in driving customer service rating / retentionand handling customer disputes
 Excellent communication and organisational skills
 Proven ability to problem solving, ideally a creative thinker
 Must be extremely customer service oriented with a passion to exceed client expectations.
 Must be detail oriented and task driven; able to multitask and think quickly; a fast learner
 Must be self-motivated and energetic; able to work independently with minimal supervision.
 Good computer skills (basic knowledge of Word, Excel, PowerPoint); knowledge of Salesforce