Customer Success Manager
Hong Kong

What We'll Bring :

The Service Manager oversees maintenance services for Decisioning Services and Fraud products. This position is an external client-facing role, which requires fulfilling client demands and managing and achieving organisational stakeholder expectation in highest standard.

What You'll Bring :

  • Degree holder in Computer Science, Information Technology or related discipline
  • 8+ years of experience of client services, account and service management in Financial Services Industry
  • Solid expertise level technical background, preferably in Fintech
  • Experience in managing compliance and audit exercise / programs
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills in both English and Chinese (include Mandarin)
  • Excellent customer facing / customer service skills
  • Excellent organizational, leadership, stakeholder management skills
  • Self-motivated and able to deliver go-beyond-the-miles results under pressure
  • Experiences in Cloud, APIs, micro-services, ITIL Service Management are in advantages
  • Impact You'll Make :

  • Be an Service Ambassador towards the clients, working with the business and technology teams to provide effective clients communication on TU maintenance services in Decisioning Services and Fraud products, build relationships with other teams to ensure effective dialogue between functional teams
  • Be a Service Owner to deliver client service excellence
  • Manage to fulfill all client demand and fulfill service request, upon the following, but not limited
  • Proactive Service Management

  • Follow up and update clients service issue, or technical problem and incidents
  • Serve as the client contact windows for escalation and expectation management
  • Maintain regular service performance review
  • Conduct regular solution and product update plan
  • Provide and organize essential technical training
  • Ensure customer aligned with the solution best practices
  • Reactive service Management

  • Manage service level management to make sure all response are in time and within SLA
  • Bridge the Communication gap between TU and clients on all technical support issues
  • Provide effective communication on production issue and incidents
  • Provide regular incident summary and incident report if needed
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