Enterprise Account Manager (Hong Kong)
Oxylabs is a market-leading proxy and web scraping solution provider driven by a mission to build a highly reliable, scalable, and low-cost cloud infrastructure platform for public web data gathering. We’re a team of 500+ professionals who develop cutting-edge web data-gathering solutions for thousands of the world’s best-known businesses, including Fortune 500 companies. Our vision is to create a future where big data is accessible to all businesses of different sizes around the globe.
What’s in store for you: You’ll be solving challenges for top-tier clients and collaborating with industry professionals. We’ll fuel your professional growth with vast internal and external learning resources and an environment of teaming up and knowledge sharing.
WHAT YOU'LL DO:
Manage Client Relationships:
- Engage with Clients via Emails:
- Initiate and respond to email communication to keep clients informed of updates, new features, and relevant information.
- Proactively schedule regular calls with clients to discuss their needs, challenges, and feedback.
- Attend meetings with key stakeholders, including engineers, product owners, and vendor managers, to maintain a strong relationship.
- Ensure Ticket Resolution:
- Monitor and prioritize client support tickets.
- Utilize personal expertise to resolve complex issues and collaborate with the customer success team when necessary.
- Analyze Client Portfolio Usage:
- Regularly review and analyze clients' product/service usage to understand patterns and trends.
- Identify areas for optimization and improvement in line with client goals.
- Fill in CRM (Customer Relationship Management):
- Keep the CRM system updated with relevant client information, interactions, and agreements.
- Document client preferences, key contacts, and any issues discussed during meetings.
- Handle Billing and Invoices:
- Review and verify that invoices are correctly issued in accordance with the agreed-upon terms and services.
- Ensure timely and accurate payment processing, coordinating with the finance team as needed.
Grow the Existing Client Base:
- Define Long-Term Account Objectives:
- Collaborate with clients to define and document long-term objectives and goals.
- Create and regularly update account plans to align with these objectives.
- Identify Upsell & Cross-Sell Opportunities:
- Analyze client usage patterns to identify opportunities for upselling additional services or products.
- Present and negotiate upsell and cross-sell opportunities.
- Develop and Close New Business:
- Research and identify potential new business opportunities within the existing client base.
- Work closely with the commerce team to develop proposals and close deals.
Collaborate with Internal Stakeholders:
- Act as the Voice of the Customer:
- Collect and distill customer feedback to provide insights to internal teams.
- Advocate for customer needs and preferences in internal discussions and decision-making.
- Coordinate Internal Resources:
- Collaborate with technical, support, and legal teams to address client requirements.
- Ensure seamless communication and collaboration among internal teams to meet client goals.
Manage Renewals & Attrition Risk:
- Negotiate and Execute Renewal Contracts:
- Review existing contracts and negotiate renewal terms in alignment with customer goals.
- Lead negotiations for new agreements and contract renewals with clients.
- Ensure that all agreements are documented, signed, and up to date.
- Proactively Manage Attrition Risk:
- Regularly assess client satisfaction and identify accounts at risk of attrition.
- Develop detailed action plans to address concerns, improve satisfaction, and mitigate attrition risks.
YOUR SKILLS AND EXPERIENCE:
- Over 5 years of experience managing and upselling to strategic B2B accounts in the technology sector.
- Exceptional presentation, communication, and meeting facilitation skills in both English and Mandarin Chinese.
- Bachelor's degree from an internationally accredited college/university; advanced degrees or certifications are a plus.
- Eligible to travel to Europe, Mainland China and the APAC region.
- Strong technical aptitude and passion for understanding our technology.
- Expertise in tech industries including E-commerce, AI tools, Marketing & Advertising, Travel & Hospitality, Cybersecurity, and Financial services.
- Experience working with mid-market and corporate-sized companies.
- Proven track record of collaborating with technical personas such as product owners, software engineers, and chief technology officers.
- Empathetic, with the ability to build meaningful relationships with customers, including senior-level and C-suite executives.
- Strong business acumen, along with excellent negotiation and objection-handling skills.
WHAT WE OFFER:
- Opportunity to become the very first Oxylabs employee in Hong Kong and contribute to product development for the fast growing big data venture.
- Vacation days as per the Labour Code, plus additional sick leave and special occasion days.
- Learning & development: online courses and trainings.
- Mental health apps.
- Workation.
- Full remote environment.
- Company-sponsored tech.
OUR VALUES:
- Transparency. At Oxylabs, we believe that transparency builds trust and fosters business relationships with our valued partners.
- Security. Threats to security come in many forms, thus at Oxylabs, we go an extra mile to protect our own and business partners’ operations.
- Quality. Quality and innovative products, accompanied by excellent customer service, are the key contribution to long-term business success.
- Social Responsibility. Providing value to individuals and societies at large is at the core of Oxylabs’ business practices.
SALARY:
- Gross salary 6923-10569 EUR/month, bonuses, and 13th salary paid at the end of the year. Keep in mind that we are open to discuss a different salary based on your skills and competences.
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