South China Morning Post – Customer Success Manager – Hong Kong

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Job Description

South China Morning Post – Customer Success Manager

About the Team: 

Enterprise Subscriptions and Partnerships (ESP) support corporate and individual customers who subscribe to the SCMP newspaper, digital, and other content solutions.

Purpose of the Position:

Account Manager, Customer Success is the major communication channel between the customer and SCMP.  As a key member of the Customer Success team, the individual delivers best-in-class customer service to our Individual & Enterprise customers for SCMP’s Print, Digital, Paper, and C-Suite solutions. From customer onboarding to post-service feedback, s/he oversees the end-to-end customer journey to welcome and retain our customers.

In this role, you will: 

Customer Success –

  • Onboard new customers and ensure the account, product entitlement, and delivery service are properly arranged in order to meet customer’s expectations
  • Conduct product training on a regular and ad-hoc basis to increase user activation and usage
  • Provide on-site support for customer events
  • Work closely with the sales team to identify up-selling opportunities

Customer Service –

  • Work closely with the customer helpdesk to prioritize customer inquiries and ensure customer cases are handled professionally and timely
  • Provide tier-2 support to the customer helpdesk, liaise with other departments and partners to resolve the issues
  • Ensure tickets are updated in Zendesk
  • Gather customer feedback, and produce reports and statistics on a monthly basis

Skills and Experience that will lead to Success:

  • BA/BS degree or higher
  • 2+ years of experience working in customer success or customer service role
  • Active team player and able to work independently with an agile mindset
  • Attentive to details with strong problem-solving and communication skills
  • Bilingual – English and Cantonese are a must
  • Good knowledge of Salesforce, Zendesk, and G-Suite tools is a plus
  • Interest in the media business

The work location will be at the Causeway Bay office.

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