IT Customer Sucess (Logistics)

Salary: HKD 0 - 40000 per annum

We are seeking a customer-centric and commercially minded IT Customer Success Manager (Logistics Solutions) to serve as the primary technology partner for key customers. This role will bridge business requirements and IT solution delivery, ensuring customers maximize value from logistics technology solutions while driving customer satisfaction, retention, and business growth.
The successful candidate will work closely with customers, operations, business development, project teams, and solution architects to understand business needs, provide consultative support, manage IT solution requests, and facilitate successful onboarding and implementation of logistics and warehouse management solutions.

Responsibilities:

• Act as the primary point of contact for assigned strategic and key customer accounts regarding IT solutions and services.
• Build and maintain strong customer relationships, ensuring high levels of customer satisfaction and engagement.
• Conduct regular business reviews with customers to understand operational challenges and identify continuous improvement opportunities.
• Proactively manage customer expectations and ensure timely resolution of issues and service requests.
• Work closely with Project Managers to ensure smooth handover from pre-sales to project implementation.
• Monitor project progress and customer readiness throughout implementation and onboarding.
• Coordinate with cross-functional teams to address customer concerns and implementation risks.
• Develop solution scope, effort estimation, costing assumptions, and implementation approaches.
• Collaborate with technical teams to ensure solution feasibility and commercial competitiveness.

Requirements:

• Bachelor’s degree or above in IT / Business / Engineering or Supply Chain Management related discipline(s) is preferred but not a must
• Minimum 3 years of experience as Key account manager in Customer Success, Account Management, Client Services, or IT Solutions Management,
  handling IT solutions preferably from logistics-related industries.
• Proven experience managing key customer relationships and driving customer satisfaction.
• Ability to understand business requirements and translate them into technology solutions.
• Strong communication, presentation, and stakeholder management skills.
• Familiarity with RFI, RFP, and RFQ processes will be highly preferred.
• Customer-oriented mindset with strong problem-solving abilities.
• Good command of written and spoken English and Chinese.

If you believe you have the right skills, attitude, and experience, please click 'apply now' below and upload your resume. Alternatively, for a confidential chat, please contact Helen Fong by applying directly to email hfong@captarpartners.com. Please note that only shortlisted candidates will be notified.