KA-Senior  Customer Success Manager

Role summary –As a Senior Customer Success Manager, you will be responsible for driving the adoption and growth of Payoneer’s solutions among SMEs and professional businesses in China. You will partner closely with key customers to understand their needs, strengthen engagement, and unlock growth opportunities through Payoneer’s products. By building strong relationships and executing scalable customer development strategies, you will play a critical role in increasing customer retention, expanding business impact, and supporting Payoneer’s market growth in China.

Location: Yiwu; Hangzhou; Ningbo; Zhengzhou; Suzhou; Nanjing; Hefei

On-site
Full time

What you’ll do

Oversee and manage existing client relationship and play an active role in developing and building long-term relationships with top users to identify emerging business, collaboratively develop value propositions that address client needs.

• Be proactive in strengthening existing relationships and creating new ones to maximize acquisition, retention, and up-sell.
• Growing the company’s capability in financial services industry and develop the vision and plan to execute a go-to-market strategy, collaborating with the analytics, business development managers, sales and delivery teams for developing offerings and cross-selling to existing clients and prospects.
• Review and propose process improvement that drive client and market penetration.
• Build business success stories and case studies.
• Maintaining all information of customer activity within CRM platform.
• Maintain and exceed country targets in areas of # of clients from our direct business.

Drive events, below the line activities and represent Payoneer in industry forums to drive awareness.

• Create & articulate compelling value propositions for Payoneer services in coordination with the marketing team.
• Develop long-term strategic relationships with key stakeholders.
• Draft various business reports.
• strong business growth and sales capabilities.
• Independently own large, impactful customer strategy work end-to-end ；And can obtain growth opportunities for customers
• Work with internal teams, customers, and partners across the globe.
• Develop insights required to drive breakthrough success ；Can clearly develop regional customer strategy plans.
• High capability to solve issue that require cross functional collaboration.
• Work with clients to prove the underlying thesis of your strategy work ，Always maintain good communication and cooperative relationships with your clients
• Capable of project management ；Collaborate with internal teams to drive cross-company execution
• Strong structured reporting ability ；Clearly articulate the opportunities and directions you see to your leader

Who you are

• A Bachelor's degree, preferably in business or communications
• Native Mandarin with high level of English communications
• 5+ years of account management, business development or other relevant experience
• 8+ years of experience in selling complex solutions to corporate level clients – SME in Greater China
• Expertise in developing business cases, financial analyses, and modeling, analyzing and forecasting the financial impact
• Ability to see the big picture, understand the key drivers of the business and how they relate to each other to drive profitable growth
• Strong written and verbal communication skills
• Data oriented, possesses a high level of attention to detail with strong analytical and business reasoning skills
• Track record of meeting and exceeding business established goals
• Ability to make decisions in a changing environment, anticipate future needs and drive results.
• High level of organization and focus and ability to work under pressure
• Excellent analysis and problem-solving skills, with creativity to look at problems from new angles
• Project management experience– Batch resolution of customer issues ，Manage most of your clients in bulk using project management methods, with strategic approaches and experience in winning market share for potential large clients
• Experience using salesforce.com or a similar CRM system
• Experience in the Payments or Banking industry or finance and tax
• Experience with direct sales for small businesses engaged in cross border trade
• Experience with digital marketing, affiliate marketing, social media
• Experience with data analytics & BI tools

POSITION SUMMARY

As a Field Process Engineer you will be responsible to understand our customers’ needs, and provide process support and subsequent implementation with alignment with BUs to ensure we deliver service and value to meet even exceed customers’ expectation.

As a key driver of business success, you will play a vital role in strengthening and enabling business success through developing and improving processes run on our tool sets at customer sites.

JOB RESPONSIBILITIES 

• Evaluate, understand and identify current customer needs, while also anticipating future needs and building long-term sustainable relationship and solutions.
• Drive continuous improvement of the customer experience through team, process and support tool development.
• Drive and manage new product installs and subsequent process development.
• Leading new site start up and planning/risk assessment for readiness/execution successfully to get customer recognition and satisfaction.
• Define project scope and resource planning together with BU, escalate to Manager for resource gap.
• Support CS EE /Sales/BU as one team to success site base operation/service.

REQUIREMENTS

• Master Degree or above.
• Solid technical knowledge and deep business perspective in the Semiconductor industry, preferably in CVD/ALD/Furnace/EPI related.
• Strong industry experience that support complex instrumentation, applications and informatics.
• Ability to work in a team environment with tight deadlines and multiple priorities.
• Ability to collaborate with others to find the best solutions
• Good command of English