Customer Success Representative

About the job

The Rapaport Group is an international network of companies providing added-value services that support the development of ethical, transparent, competitive, and efficient diamond and jewelry markets. RapNet, a division of the Rapaport Group, is an online B2B diamond, gem, and jewelry marketplace catering to thousands of diamond and jewelry manufacturers, dealers, and retailers internationally. We are seeking a Customer Success Representative to join our Mumbai team, serving our growing customer base across the Asia-Pacific region. Responsibilities: · Manage end-to-end customer relationships from post-sale through ongoing account management across the Asia-Pacific region · Drive annual subscription renewals and identify expansion opportunities · Conduct product demonstrations, explain new features, and onboard new customers · Monitor customer engagement metrics and conduct regular account health reviews · Build and nurture strong customer relationships to increase product adoption and satisfaction · Identify and execute cross-sell and upsell opportunities within existing accounts · Serve as the voice of the customer, providing feedback to internal teams · Work across multiple time zones to accommodate customers throughout the region Requirements: · Fluency in Mandarin and Cantonese (spoken and written) is essential for serving customers in China, Hong Kong, and Taiwan · Professional proficiency in English · Minimum 2 years of experience in Customer Success, Account Management, or a related role, preferably within an online or SaaS environment · Experience with CRM platforms and customer support tools such as Salesforce, or similar systems, is highly desirable · Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously · Excellent interpersonal and communication skills with the ability to build rapport and trust across cultures · Customer-centric approach with the ability to understand business needs and deliver tailored solutions · Team player with high integrity, reliability, and attention to detail · Flexibility to work with customers across different time zones in the Asia-Pacific region.

Requirements

• Customer Relationship Management
• Account Management
• Multilingual Communication

Preferred Technologies

• Customer Relationship Management
• Account Management
• Multilingual Communication

Benefits

• Opportunity to work with a global leader in the diamond and jewelry industry
• Dynamic, multicultural work environment

About the company

The Rapaport Group is an international network of companies providing added-value services that support the development of ethical, transparent, competitive, and efficient diamond and jewelry markets.