Care Delivery Consultant Care Delivery Consultant …

S.W.I.F.T.
in Beijing, Beijing Shi, China
Permanent, Full time
Be the first to apply
Competitive
S.W.I.F.T.
in Beijing, Beijing Shi, China
Permanent, Full time
Be the first to apply
Competitive
Care Delivery Consultant
About the Role
SWIFT Care Delivery Consultant, also known as Customer Experience (CX) Manager or Customer Advocate, drives customer value from product and supports SWIFT customers as they transition from sales prospects to active users of our products and solutions. The role will aid clients in taking full advantage of products, influences product upgrades, manages and sustains relationships with customers to promote retention and loyalty. He/she identifies and solves issues before they happen and proactively looks out for their customers' business, suggesting new and innovative ways to keep them succeeding with our products and solutions. The role will require working hand in hand with other Services teams, Operations, and Customer Support as well as external partners. The role allows high growth possibilities to evolve into other positions within SWIFT.

What to expect:
  • Form and nurture trustworthy relationship with the customer and formulate recommendations that are in their best interest
  • Develop and maintain a high-level view of the customer lifecycle to expand customer accounts, increase customer retention, solve customer issues, drive customer satisfaction and minimize customer churn
  • Define and implement customer success programs improving customer experience levels, starting from onboarding phase
  • Coordinate for Care Services delivery as detailed in the Advanced Support and Care Services Catalogue
  • Organize product / new features demonstrations for customers, onboard and train (new) users, evaluate and improve tutorials and other communication infrastructure
  • Mediate between clients and the organization, handle and resolve customer feedback, requests and complaints
  • Analyze customer data and identify which problems affect multiple clients, and forecast what those trends mean for future churn
  • Aid in product design and product development
What will make you successful:
  • University degree in Computer Science or IT related fields, or equivalent experience
  • 2 - 5 years' experience within the area of technical account management, technical support, operations, service management, customer success management and/or pre-sales
  • Technical skillsets on operating systems(AIX, Linux or Windows Server), servers, and networking
  • Strong organization and multitasking skills
  • Excellent communication and interpersonal skills
  • Empathy over both customer's successes and frustrations to develop a long-term bond
  • Passion for service, patient and active listener
  • A propensity for relationship building
  • Strong drive for results
  • Fluent in English and Mandarin
  • Willing to travel (domestic & APAC when travel bans are uplifted)
  • A team player, enjoying work in a multicultural environment
Extra assets / advantages
  • Good knowledge of Windows Server, AIX or Linux
  • Good knowledge of TCP/IP networking technologies including routers, VPN, firewalls, etc.
  • Knowledge of Perl, Java, XML, Bash, JIRA is an asset
  • Knowledge of database and security technologies
  • Knowledge of Alliance interfaces
  • Certification/Knowledge such as ITIL, COBIT, TIPA, ITSM, and ISO9002
You may like to know the team better by knowing the people in the team. Review LinkedIn profile of the people on the list below :

Zheng Gang - Lead of China Advanced Support and Care
Polly Ip - APAC Recruiter

What we offer

We put you in control of career
We give you a competitive package
We help you perform at your best
We help you make a difference
We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals - like you - with different perspectives on the financial industry and the world. An environment in which everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion , or veteran/military status.
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