Customer Success and Support Manager

About the job

Kiddocare is Malaysia's first on-demand babysitting platform, designed to provide parents with reliable and accessible childcare solutions. We aim to address modern parenting challenges by offering flexible childcare services. Our platform is particularly appealing for working parents juggling professional and childcare responsibilities, offering tailored programs and transparent pricing structures. Beyond providing childcare, Kiddocare also empowers women by creating income opportunities for caregivers and supporting Malaysia's broader workforce participation goals.

We are seeking an experienced and proactive Customer Success Manager (CSM) to join our team. The ideal candidate will possess strong crisis management skills, an ability to handle complex cases with professionalism, and a passion for enhancing customer success and experience. This role also involves training and coaching team members, using analytical insights to drive continuous improvement, and ensuring high levels of customer satisfaction and retention.

Key ResponsibilitiesCustomer Relationship Management

• Act as the primary point of contact for complex customer escalations, resolving crises efficiently and effectively while maintaining positive relationships.
• Collaborate with cross-functional teams to address and resolve customer challenges, ensuring a seamless experience.
• Build trust and maintain strong, long-term relationships with key customers, acting as their advocate within the organization.

Case Management and Problem-Solving

• Take ownership of resolving high-priority and intricate customer cases, identifying root causes, and implementing sustainable solutions.
• Develop and implement strategies to proactively address recurring issues, reducing escalations over time.

Team Training and Development

• Train and coach customer success team members on best practices, case handling, and effective communication.
• Foster a culture of continuous learning by organizing workshops, sharing feedback, and providing mentorship.
• Collaborate with HR and leadership to identify skill gaps and develop targeted training programs.

Customer Success and Experience Enhancement

• Lead initiatives to improve customer onboarding, retention, and satisfaction by identifying and addressing pain points.
• Develop and optimize customer success processes and workflows, aligning them with business goals.
• Gather and analyze customer feedback to enhance products, services, and overall customer experience.

Analytics and Reporting

• Utilize data analytics to track key performance indicators (KPIs) such as churn rate, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Provide regular reports and insights to leadership, highlighting trends, challenges, and opportunities for improvement.
• Use predictive analytics to identify at-risk customers and develop strategies to re-engage them.

Qualifications and SkillsEssential

• Proven experience (5+ years) in customer success, PR, account management, or a related field, with a track record of managing crises and resolving complex customer issues.
• Strong leadership and team management skills, with experience in training and coaching teams.
• Excellent interpersonal and communication skills, with the ability to handle sensitive situations diplomatically.
• Analytical mindset with proficiency in using tools like Excel, CRMs (e.g., Salesforce, HubSpot), and customer success platforms (e.g., Gainsight, Totango).
• Demonstrated ability to improve customer satisfaction, retention, and overall success.

Preferred

• Background in a fast-paced, customer-centric industry such as SaaS, IT services, or e-commerce.
• Experience with data visualization tools (e.g., Tableau, Power BI).
• Certification in customer success management or related fields is a plus.

Key Competencies

• Crisis management and problem-solving under pressure.
• Strategic thinking and process improvement.
• Empathy and emotional intelligence to connect with customers and team members.
• Collaborative mindset with the ability to work across departments.

What We Offer

• Competitive salary and benefits.
• Opportunities for professional growth and development.
• A supportive, innovative, and customer-focused work environment.

This position is ideal for a results-driven professional passionate about improving customer outcomes while mentoring teams and driving process excellence. If you thrive in challenging situations and have a strong commitment to customer success, we’d love to hear from you.

Job Type: Permanent

Pay: RM4,500.00 - RM7,500.00 per month

Application Question(s):

• How long is your notice period?
• Expected salary

Expected Start Date: 12/16/2024