IT Customer Sucess (Logistics)

Captar Partners Limited; Hong Kong; On-site; HKD 420,000 - 640,000; Full time

Job summary

Captar Partners Limited is seeking an IT Customer Success Manager (Logistics Solutions) to be the primary technology partner for key customers in Hong Kong. You will bridge business needs with IT delivery, ensuring customers maximize value from logistics tech while driving satisfaction and growth.

You will collaborate with customers, operations, business development, project teams, and solution architects to understand needs, support IT solution requests, and drive onboarding of logistics/WMS

Qualifications

• 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.

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.

Skills

Key account management

Customer success

Stakeholder management

Requirements analysis

Communication

Bilingual EN/CN

Education

Bachelor's degree

Tools

RFI/RFP/RFQ

Job description

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 inCustomer 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.