This position is a combined role of general customer service and account management. Not required to travel, s/he is an integral part of Client Success Division (CSD), incentivized by growing paid members with cross-selling and upselling opportunities.
When a prospect is acquired by Client Success Executive (CSX), the candidate will work with CSX and Client Success Support (CSS) on account onboarding and management that involves account set-ups, training and dedicated troubleshooting.
S/he owns a number of paying clients, local or international, to manage and more importantly, convert them into key loyalists. Timely and comprehensively addressing their inquiries, concerns and complaints, the professional uses phones, emails, Zoom and/or any other online & offline means at work or from home to communicate and to maintain satisfactory relationships with the major clients. Continuing to prospect and identify unmet needs, s/he is responsible for cross-sells or up-sells by offering a product fit to the clients.
S/he will work at hours best suitable to the key accounts, who may locate in Asia, USA, or other places as InQuartik's business grows.
Internally, the talent will also act as an assisting partner to the Manager and the team leader of CSR to do some other administrative work related to sales and ad-hoc assignments. S/he will also contribute to CSD’s efforts in creating and sending Service Alerts, and updating the Help Center, which are both prepared in English, Chinese, and other languages.
Cross-functionally, s/he will feed customer inquiries directly to CSS, and sometimes to other divisions for immediate assistance and improvement.
