Lead Team of Account Experts, Chinese Speaking

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Lead, mentor, and develop a team of Account Experts;

• Manage the Chinese-speaking client portfolio and take responsibility for regional customer health, retention, and client success;

• Monitor churn risk, adoption rates, engagement levels, renewal preparedness, and overall account performance;

• Assist the team with complex, strategic, high-value, or at-risk customer accounts;

• Guide Account Experts on ecommerce strategy, email and SMS marketing, product adoption, retention, renewals, and handling challenging customer conversations;

• Ensure that APAC customers are successfully onboarded and receive appropriate guidance across setup, migration, warmup, campaigns, automations, and ongoing account growth;

• Review customer dashboards, team performance, workload, and outstanding issues to guarantee timely follow-ups and effective execution;

• Manage first-level customer escalations for the client portfolio;

• Promote consistency in customer communication, account planning, QBRs, documentation, and sharing of best practices;

• Relay customer insights, risks, trends, and feedback to the Customer Success team;

• Cultivate a culture of accountability, ownership, collaboration, and continuous improvement;

⛳️ Requirements

• Over 2 years of experience in Customer Success, Account Management, ecommerce, SaaS, or a comparable customer-facing position;

• Proven experience in leading, mentoring, or coaching others;

• Experience managing or supporting a client portfolio, customer segment, or book of business;

• Strong knowledge of customer success best practices, including retention, adoption, customer health, and account ownership;

• Good grasp of digital marketing metrics, such as opens, clicks, conversions, revenue, engagement, and retention;

• Ability to identify churn risks, customer health indicators, and opportunities for enhancing customer outcomes;

• Confidence in discussing business matters, renewals, cancellations, retention, and growth topics with clients;

• Excellent communication, prioritization, and problem-solving abilities;

• Capability to work with data and make informed decisions based on it;

• A proactive, adaptable, and customer-focused mindset;

• Familiarity with tools such as Slack, Zoom, Intercom, Mixpanel, HubSpot, G-Suite, Omnisend, or similar platforms;

• Proficiency in English and Chinese;

🏝️ Benefits

• Competitive salary based on experience plus commission tied to individual and team performance;

• An unlimited learning budget for self-improvement aligned with the best interests of Omnisend;

• Working methods and best practices drawn from leading tech companies in Silicon Valley;

• Senior colleagues who foster a high-performing, productive environment that accelerates your growth;

• Flexible working hours and options for remote work;

• Private health insurance;

• Unlimited access to psychotherapy;

• A workstation budget of 420 EUR;

• Personalized work anniversary gifts, including house cleaning services, bikes, scooters, spa days, international flights, and more depending on the year;

• Attractive workations and team-led team-building events.