Job Description

• Conduct strategic outreach and check-ins with customers based on usage data and key milestone tracking to ensure optimal platform adoption.
• Utilize internal analytics (usage, feature adoption, support tickets) to identify and flag potential at-risk customers early, immediately initiating targeted success plans to stabilize the account.
• Own the resolution customer complaints and operational issues, serving as the voice of the customer and coordinating internal resources (Support & Developers).
• Systematically collect, categorize, and synthesize detailed customer feedback (including feedback from churn/win-back conversations) into actionable product requirements and service improvements for Operations & Developer stakeholders.
• Ensure all customers are equipped with necessary resources by contributing to the development and maintenance of training materials, help guides, and best-practice documentation.
• Any other ad hoc duties as assigned from your Management.

Job Requirements

• Candidate must possess at least a Diploma or Degree in any related field. 
• Minimum 2 years of proven experience in a Customer Success, Customer Experience, or Account Management role, preferably in a SaaS environment
• Fluency (verbal and written) in both Cantonese & English to effectively support our Hong Kong market.
• Exceptional empathy and communication skills, with a focus on maintaining composure and a solution-oriented approach during high-pressure escalations.
• Strong proficiency in using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and data cleansing) to quickly analyse customer health and usage patterns.
• Strong critical thinking and problem-solving skills.
• Able to remain calm & collected under pressure.
• Fast learner and is able to adapt to steep learning curve.
• Applicants must be willing to work in Q Sentral. 

Skills