Head of Customer Success - Fintech
Itiviti Group AB
Hong Kong

Summary :

ITIVITI, a privately owned young and dynamic FinTech firm is looking for a Head of Customer Success to manage the local teams of Technical Account Managers and maintain the relationship with its clients in Asia.

Technical Account Manager is in charge of interfacing with our clients, whichcovers project management, issue troubleshooting and triage, as well asclient’snew requirementsgathering for our global development team.

About the role :

Your main tasks will include :

  • Manage the customer success teams in Hong Kong and Manila.
  • Act as first point of client escalation.
  • Collaborate with internal teams or third party vendors to fulfill clients business' needs.
  • Plan and lead regular meetings with teams to review team's focus, client escalations, projects updates, teams KPI.
  • Review and allocate resources on regular basis to adjust team focus towards goals attainment.
  • Liaise with other APAC offices for holiday supports.
  • Supervise the teams of experienced subject matter, embrace a strong teamwork, and transparent communication working environment.
  • Identify training and development needs for the team.
  • Monitor morale and constantly motivate subordinates to ensure that optimum level of productivity and service standards are achieved.
  • Can be actively engaged for troubleshooting, managing and escalating production incidents or problems according to the procedures
  • First line applications (OMS, Pre Trade Risk, FIX routing layer) support if necessary
  • Our ideal candidate has :

  • 2-5 years of management experiences for remote offices in trade support operation field
  • Bachelor degree holder in Computer Science / Information System or relevant discipline
  • Knowledge of FIX protocol, JAVA, XML is preferable
  • Self-motivated, good time management, able to work under stress
  • Excellent written and verbal communication skills
  • Fluency in Cantonese, English is a must, Mandarin would be a plus
  • Our cultural identity revolves around :

    Treating each other with respect . We communicate in a constructive way, we respect diversity.

    Encouraging creativity, innovation , new ideas and being pro-active. We support our employees in exploring new options and trying new technologies, methods and techniques, we seek continual improvement.

    Leveraging each other's strengths, we share, collaborate and build on each other's knowledge, we are inclusive, we engage employees at all levels and we value time spent together.

    Sharing information at all levels. We are curious and open to cultural differences, we value transparency, we promote an open-door policy : everyone is approachable by all our people, no matter their job title.


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