Product Manager (Customer Success)

We are hiring on behalf of our Fintech client that locates in Kuala Lumpur, Malaysia. As a Customer Success Specialist with a focus on Payment Solutions, your role will involve cultivating and maintaining strong client relationships to ensure their success and satisfaction with our payment products and services. You will act as a secondary point of contact for clients, gaining an understanding of their specific needs and goals, and offering customized solutions and support to help them achieve their objectives.

Key Responsibilities

General Responsibilities

• Gain a thorough understanding of our payment products and services, staying up-to-date with industry trends and best practices.
• Assist new clients with onboarding and guide them through the setup process for a seamless transition to our payment solutions.
• Actively engage with clients to understand their business objectives and challenges, offering strategic guidance to help them optimize the use of our payment products.
• Serve as a trusted advisor, providing insights and recommendations to enhance their payment processes and support business growth.
• Monitor client usage and performance with our payment solutions, identifying areas for improvement and proactively offering solutions to address issues or concerns.
• Collaborate with sales, product, and technical teams to represent client needs and ensure a smooth customer experience.
• Address client inquiries and escalations, resolving issues promptly to ensure client satisfaction and retention.
• Keep detailed records of client interactions and provide regular reports on client engagement and satisfaction metrics to management.
  
  

Stakeholder Management

• Engage with participants and prospective partners to drive the adoption of Company's products and services.
• Lead or manage projects of varying sizes, from strategy formulation to execution.
• Communicate with participants and partners on developments, business trends, transaction statistics, and product roadmaps.
• Manage and negotiate with vendors to increase Company's leverage and reduce costs.
  
  

Creating Awareness & Identifying Market Trends

• Collaborate with the marketing team to raise public awareness of products, develop pricing strategies, and conduct market research.
• Provide input on marketing initiatives and campaigns to strengthen brand presence.
• Identify emerging product trends, potential future products, and new market opportunities for The Company's growth.
  
  

Building Relationships

• Partner with Commercial Relationship Managers to establish and maintain business relationships with key stakeholders, including financial institutions, government agencies, and merchants.
• Facilitate discussions and resolutions on complex or ethical issues promptly and fairly.
  
  

Administration / Functional Controls

• Review departmental communications and project documentation for management.
• Develop and execute strategic plans to achieve team goals, including KPIs and professional development.
• Revise and innovate procedures and manuals to enhance business processes.
• Ensure compliance with company guidelines on information handling and security.
• Review proposals and attend vendor presentations for potential technology solutions.
• Adhere to security responsibilities and ensure compliance with the company’s information security policies.
  
  

Enterprise Risk Management

• Understand and implement controls to manage key risks while maintaining the confidentiality, integrity, and availability of information.
• Promptly escalate risks and incidents to management following established procedures.
• Comply with relevant regulations and guidelines.
  
  

Qualifications

• Bachelor's degree in business, marketing, finance, or a related field.
• Proven experience in a customer-facing role, ideally in the payment industry or a related sector.
• Strong understanding of payment processing technologies and systems.
• Excellent communication and interpersonal skills with the ability to build trust with clients.
• Strategic problem-solving skills and the ability to address client needs effectively.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Self-driven, customer-focused, and passionate about delivering outstanding service.
• Good to have: Experience in IT, electronic banking, or card services. Proficiency with PCs and a well-organized approach to work. Strong leadership qualities, assertiveness, and a results-focused attitude.
  
  

If you are interested, click apply or directly email [email protected]. Looking forward to discussing further!