(Mandarin Speaker) Assistant Manager, Client Success & Support

The successful candidate will serve as a key point of contact for customers, ensuring service excellence, account satisfaction, and long-term customer retention. This role will work closely with the Business Development team to identify renewal, upsell, and cross-sell opportunities, while collaborating with the Operations team to ensure seamless service delivery and issue resolution.

Key Responsibilities

Customer Relationship Management

• Serve as the primary contact for assigned B2B customers, providing exceptional customer support and account management.

• Build and maintain strong relationships with key customer stakeholders.

• Understand customer business needs and recommend appropriate cloud solutions and services.

• Monitor customer satisfaction and proactively address concerns to improve customer experience.

Renewal & Revenue Growth Support

• Partner with the Business Development/Sales team to track contract renewal timelines.

• Identify renewal, upselling, and cross-selling opportunities within existing accounts.

• Engage customers regularly to understand evolving business requirements.

• Support customer retention initiatives and contribute to revenue growth objectives.

• Maintain accurate records of customer interactions, renewals, and opportunities in CRM systems.
  

Operational Coordination

• Work closely with the Operations and Service Delivery teams to ensure successful onboarding, implementation, and ongoing support.

• Coordinate resolution of service issues, escalations, and customer inquiries.

• Monitor service performance and communicate updates to customers.

• Ensure customer requests are managed within agreed service levels (SLAs).
  

Reporting & Administration

• Prepare customer reports, renewal forecasts, and account health reviews.

• Track customer engagement metrics and service trends.

• Maintain accurate documentation of customer activities and communications.
  
  

Requirements

Education & Experience

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field.

• Minimum 2–5 years of experience in Customer Service, Customer Success, Account Management, or a similar B2B customer-facing role.

• Experience supporting cloud solutions, IT services, SaaS, or managed services environments.

• Proven experience managing B2B customer relationships and contract renewals.

Key Performance Indicators (KPIs)

• Customer satisfaction (CSAT) score.

• Customer retention and renewal rate.

• Renewal revenue achievement.

• Upsell and cross-sell opportunity generation.

• SLA compliance and issue resolution timelines.

• Customer engagement and account health metrics.

If you're looking to join a dynamic team where you can make a real impact on customer success and business growth, we encourage you to apply!