About this role
Account Growth & Upsell (Core) ● Own a portfolio of existing clients and grow GMV and revenue through upsell and expansion. ● Identify expansion opportunities such as: higher shift volume, new locations, new job types, seasonal peaks, and new departments. ● Drive adoption of new features and workflows that improve client outcomes and increase repeat usage. Discover Hidden Needs & Solution Selling ● Go beyond “what the customer asks for” and uncover pain points they haven’t clearly defined. ● Translate on-site insights into clear proposals: “problem → impact → solution → expected results”. ● Build and present strong business cases using data (fill rate, time-to-fill, cancellation, retention, cost impact). Field Execution (Gemba / On-the-ground) ● Spend time at client locations to learn real operations and earn trust with frontline managers. ● Conduct regular check-ins, on-site reviews, and post-mortems to improve performance and prevent churn. ● Act fast when issues happen, coordinate internal teams and close the loop with clients. Pipeline for Expansion (Existing Accounts) ● Create an internal pipeline for account expansion (upsell roadmap by month/quarter). ● Manage renewals and prevent churn with proactive actions and clear follow-up. Cross functional Collaboration ● Work closely with Customer Success, Product, Operations, and Marketing to improve customer experience and deliver measurable outcomes. ● Share market insights and client feedback to shape product improvements and go-to-market plays. Must-Have Qualifications ● 5+ years experience in Account Management, Customer Success, Sales, or similar roles in a startup/high-growth environment. ● Strong upsell / expansion experience with clear outcomes (GMV, revenue, retention, usage growth). ● Excellent discovery skills: can ask the right questions, find root causes, and propose solutions. ● Comfortable being on site / in the field to understand operations and move stakeholders. ● Business level English (Cantonese/Chinese is a strong plus for HK clients). ● Strong alignment with Flexii’s mission and a drive to create real impact.