Customer Success Executive

The role – A dynamic and experienced individual with a minimum of 2 years of experience in servicing and customer management, with a proven track record reporting to the Senior Head, Customer Success. The primary outcome is to ensure satisfaction, retention, and revenue growth of on-boarded customers through effective strategies and proactive engagement. Result-oriented, independent, comfortable with ambiguity and ability to thrive in a team environment. Passionate individual, driven by customer centricity.

Requirements:

• Min. bachelor’s degree or equivalent qualification
• at least 2 years of working experience in customer servicing, sales & marketing.
• Experience in meeting clients and maintain a good relationship with clients.
• Experience in working with corporate, enterprise accounts with sales cycles will be an advantage.

The Customer Success Executive will be responsible for:

 Relationship Management –Execute programs to identify and nurture customer advocacy with all customer success managers, leverage on customer feedback and testimonial to drive business growth and brand loyalty.

 Retention and Renewal – lead efforts to minimize churn and maximize customer retention and renewals. Analyze and understand customer health metrics and implement proactive measures to address potential issues and mitigate risks.

 Customer Engagement – Execute, iterate, and provide improvement in customer engagement using the T-12 customer journey playbook to foster long-term relationships and drive customer satisfaction. Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing team to develop campaign to drive customer stickiness and revenue-uplift. This will include different approaches to drive ARPU uplift with (Small-Medium-Large) S-M-L customer segment.

 Customer management – Build and maintain executive relationship with customers, actively collaborate closely with customers, identifying their unique needs & challenges both from business and technical perspective, mapping them back to the solutions offer by the company. Communicate and visualize customers’ requirements/feedback or potential solution leveraging on existing offering to provide a unique solution to our customers, with product development team.

 Performance Metrics – Key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU and CSAT.

 Operational Efficiency – Leverage of Sales Performance Standard (SPS), SFDC and dashboard for performance monitoring, management, and process improvement.

Job Types: Full-time, Permanent

Pay: From RM3,500.00 per month

Education:

• Bachelor's (Required)

Experience:

• customer management: 2 years (Preferred)

Language:

• Mandarin (Preferred)