Serve as the main point of contact for assigned key customers.
Attend meetings requested by customers, whether in person or by phone.
Gain a thorough understanding of customers' business objectives and technical environments to provide expert advice on aligning the company's solutions with their strategic goals.
Promote and ensure that customer requirements are reflected in the company's product offerings.
Conduct analyses and provide regular performance assessments to the customer.
Collaborate closely with Support and Engineering teams to drive timely resolution of critical customer issues and escalations.
Be accessible outside of regular business hours to handle urgent issues and customer escalations.
Collaborate with internal teams to improve product availability, usability, and the overall user experience, while driving ongoing product enhancements.
Requirements:
Bachelor’s degree or higher.
Minimum of 5 years of experience in a customer-facing role within the banking or financial services sector, with demonstrated team lead or managerial experience.
Extensive knowledge of banking.
Exceptional customer service, active listening, and verbal and written communication skills; a professional and articulate phone presence is essential.
A proven track record of consistently meeting and exceeding performance targets and quotas.
Practical experience with CRM systems and standard customer management practices.
Customer-focused mindset with the adaptability to build rapport with diverse personality types.
Superior ability to multitask, prioritize effectively, and manage time in a dynamic environment.
Full professional proficiency in both English and Chinese.