Client Success Manager

**Client Relations**:

- Own the relationship with clients by engaging and providing value to our clients at every stage of their journey: onboarding, training, adoption, support and contract renewal
- Build a strong and productive relationship with new clients to ensure client satisfaction, engagement and retention
- Initiate and maintain interactive client engagement and address ad-hoc client queries and requests, providing a positive client experience
- Review client feedback and concerns and seek to improve the client experience

**Client Analytics**:

- Actively analyse client usage and behaviour to better understand how our clients use our platform and generate insights
- Develop and execute account plans to ensure the client is gaining value from Canopy’s products and services
- Comprehend the client's needs and how determine how Canopy can offer value-added services to meet those requirements.

**Business Analytics and Expansion**:

- To gather insights on the client's usage of Canopy and ensure that Canopy's profitability and product relevance remain aligned with the client's needs.
- Identify cross-sell and up-sell opportunities that makes sense for the client and drive account expansion, increasing customer lifetime value
- Identify at-risk clients, proactively engage and develop an action plan to address that risk

**Product Development Input**:

- Collaborate cross-functionally with internal teams (Sales, Data, Product) to feedback, address and resolve client issues and consistently provide feedback on how to improve the product
- Provide input into the product development cycle and feature prioritisation
- Conduct User Acceptance Testing ("UAT") for new product releases to ensure they are ready for our clients
- Contribute to and maintain relevant post-sales educational and marketing materials, leaflets, and websites

We're keen to speak with Banking Relationship Managers or Fintech Account Managers/ Client Success Managers who are looking for a change and interested in exploring new opportunities in a setting that values work-life balance while still leveraging their financial expertise. If you're ready to transition to a more structured working environment without compromising on your career growth, we'd love to connect with you.

**Requirements**:

- Bachelor degree in Business or Finance related field
- Proven experience in Fintech Client Success Manager roles/ Account Manager/ Client Relationship Managers
- Strong written and verbal communication to explain complex financial information to clients
- Strong customer-facing and presentation skills with the ability to establish credibility with senior financial executives, including C-Suite levels
- Exceptional interpersonal skills to build rapport and maintain strong client relationship
- Empathy to understand clients’ concerns and needs, supporting and reassuring them when necessary
- Problem-solving skills and strong analytical skills so they can proactively identify and address financial challenges
- Understanding of the enterprise software market, particularly within the financial services industry.
- Familiarity with the systems development life cycle is advantageous
- Fluent proficiency in Mandarin and business proficiency in English is preferred to liaise with stakeholders both in China and globally.

**Benefits**
- Learning and self-development opportunities through online courses and knowledge sharing sessions
- Medical Benefits (Inpatient, Outpatient (GP & SP), Dental, GPA)
- Life Insurance and AD&D coverage
- Team lunches and social events
- Be part of a globally distributed team of high-performing individuals
- Opportunity to work closely with senior stakeholders and
- Positive environment, attractive incentive structure OTE