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Customer Success Manager (Maternity Cover 7 months)

Posted: 16 Jun 2020 Closes: 17 Aug 2020
Hong Kong Competitive
Permanent & Full-time JR005123

Job Purpose

An opportunity to join a rapidly growing business in an exciting industry. Based at the Financial Times in Hong Kong, the role will be responsible for driving engagement of FT digital group subscriptions amongst customers and prospects. You will be responsible for growing engagement of readers on B2B corporate subscriptions to demonstrate the value that an subscription can deliver to the prospective customer's organisation. In addition you will work strategically with your sales counterpart on a small number of accounts to increase engagement and grow low value, high potential customer accounts.

Main Duties and Responsibilities

  • Strategically manage a set of accounts and deliver bespoke support and engagement strategies based on customer and FT business objectives

  • Build professional relationships with customer stakeholders and demonstrate an understanding of their organisational goals

  • Work with customers to define and agree on expected outcomes for how the FT is used across multiple functions within their organisations. Review with the customer regularly

  • Use thorough knowledge of capabilities to link product features with specific customer outcomes

  • Provide technical and product expertise to customers and the sales team on FT content, tools and delivery solutions

  • Deliver successful, high-quality customer journeys for assigned accounts from pre-sales engagement (trials) through to onboarding, fulfilment and renewal

  • Strategic management of key customer relationships including sourcing new stakeholders and leveraging existing relationships to deliver both customer and FT outcomes

  • Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience

  • Collaborate with other FT teams, e.g. product, customer services and editorial, to deliver against customer priorities

  • Work with the regional Customer Success, Sales and Marketing teams to share insights, best practice and customer insights to achieve the business goals of the region

  • Make recommendations to improve internal processes, systems and products

  • Report on key performance indicators (KPIs), which will be mainly about new business opportunity conversion (pre-sales), engagement and customer loyalty (Net Promoter Score)


Qualifications / Competencies / Skills / Experience


  • Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach

  • Proven ability to build relationships with customers/stakeholders

  • Good questioning skills and an enquiring mind

  • Comfortable working on multiple accounts/ trials with sales team

  • Excellent communication and presentation skills, both written and verbal

  • Ability to align product and service features to customer needs/outcomes

  • Demonstrates good collaboration with other teams and influencing skills

  • Can use data to help prioritise and report progress

  • Demonstrates a high level of initiative and self-motivation

  • Has to be comfortable working in a fast paced environment

  • Comfortable with data and digital technology


  • Background within a digital subscription, IT services or SaaS business

  • Experience with

Financial Times

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