Team Lead, Account Experts – Chinese Speaking

This is a fully remote position, open to applicants in Malaysia, +7 more countries.

📋 Description

• Lead, mentor, and nurture a team of Account Experts.

• Manage the Chinese-speaking business portfolio, ensuring regional customer health, retention, and success.

• Track churn risk, adoption rates, engagement levels, renewal preparedness, and overall account performance.

• Assist with complex, strategic, high-value, or at-risk customer accounts.

• Guide Account Experts on ecommerce strategies, email and SMS marketing, product adoption, retention, renewals, and challenging customer interactions.

• Ensure APAC customers are effectively onboarded and receive comprehensive support throughout setup, migration, warmup, campaigns, automations, and ongoing growth.

• Review customer dashboards, assess team performance, manage workloads, and address open issues to guarantee prompt follow-up and effective execution.

• Handle first-level customer escalations for the business portfolio.

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

• Provide insights regarding customers, risks, trends, and feedback to the Customer Success team.

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

⛳️ Requirements

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

• Proven experience in leading, mentoring, or coaching teams.

• Background in managing or supporting a book of business, customer portfolio, or regional customer segment.

• Solid understanding of customer success best practices, including retention, adoption, customer health, and account stewardship.

• Familiarity with digital marketing metrics such as opens, clicks, conversions, revenue, engagement, and retention.

• Capability to identify churn risks, customer health indicators, and opportunities for enhancing customer outcomes.

• Confidence in discussing business, renewal, cancellation, retention, and growth matters with clients.

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

• Proficient in analyzing data and making data-driven decisions.

• A proactive, adaptable, and customer-focused attitude.

• Familiarity with tools like Slack, Zoom, Intercom, Mixpanel, HubSpot, G-Suite, Omnisend, or equivalent platforms.

• Proficiency in both English and Chinese (Mandarin and Cantonese).

🏝️ Benefits

• Competitive salary based on experience, plus commission based on individual and team performance.

• An unlimited learning budget for personal development aligned with Omnisend's best interests.

• Working methods and best practices inspired by leading tech companies in Silicon Valley.

• Senior colleagues who contribute to a high-performing, productive environment that accelerates your growth.

• Flexible working hours and opportunities for remote work.

• Private health insurance coverage.

• Unlimited access to psychotherapy services.

• A workstation budget of 420 EUR.

• Customized work anniversary gifts, including house cleaning services, bikes, scooters, spa experiences, international flights, and more based on the year.

• Appealing workations and team-led team-building activities.