Canopy
Coherent (HK)

Coherent (HK) - Customer & Partner Success Manager

Mid Level
Hong Kong
Customer & Partner Success Manager
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About Us

Coherent is a software company with more than 230 people across Hong Kong, Singapore, USA, Thailand, Japan, Philippines, India and China. We have a passion for making things work faster, simpler and smarter. That passion extends to how we work, collaborate, and represent our growing brand.

Who we're looking for

We are looking for a Customer & Partner Success Manager who wants to be part of a growing InsurTech that helps insurers break through the constraints of legacy systems with a suite of platforms powered by our Spark technology.

This role will lead and oversee the growth, retention, and satisfaction of our enterprise clients in Asia Pacific. You will be responsible for driving key targets including customer growth, retention, and satisfaction as part of the pre/post sale management process. The position is highly visible within Coherent and involves frequent interaction with senior leaders internally and externally. The ideal candidate has deep insurance industry expertise, an entrepreneurial mindset and is passionate about providing great customer experience while creating value and delivering on commitments for our clients.

What you will be doing
  • Lead engagements with customers and partners across different industry segments to provide onboarding support, training, and implement customer success programs
  • Is enthusiastic about working in technology and can ideate solutions for both customer business problems and product feature improvements
  • Comfortable working with complex Excel Spreadsheets
  • Gather end-user feedback, provide insights into customer use cases, and collaborate with product team to continuously improve our products to delight the customer
  • Work collaboratively with multi-disciplinary teams to provide the right guidance and how best to address pain-points in the customer lifecycle
  • Develop deep understanding of our unique products
  • Responsible for developing and maintaining multiple customer engagement platforms
  • Educate and empower our customers and partners as part of increasing adoption and engagement
  • Organize and plan brand building initiatives to drive engagement across our customer and partner communities
  • Contribute to effective working relationships in a global matrix organisation to deliver a coherent and positive environment
Who you are
  • Bachelor’s degree
  • 5-7 years of customer success/client management experience or community management experience or similar role
  • Ability to communicate confidently with strong written presentation and live virtual engagement skills
  • Customer-oriented. Demonstrated experience in working effectively in a fast-paced environment and able to react positively to change
  • Self-starter. Have a passion and curiosity about using technology to solve our customers and partners’ business challenges
  • Culturally adaptable and experience working in a SaaS and start-up environment

Nice to have...

  • Business experience in Insurance / Financial Services
  • Exposure to agile project management, business analysis, change management and product development lifecycle and release management activities
  • Some working knowledge of AWS and public cloud/SaaS technologies
What we offer
  • Competitive salary packages
  • Health Insurance (Medical and Dental)
  • Flexible working
  • Special Events (Hackathons, etc.)
  • No formal dress code
  • Non-hierarchical organisation (no BS)
  • Generous leave benefits
  • Fun international work environment
  • Global mobility opportunities

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25/F, Two Harbour Square, 180 Wai Yip Street
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