Customer Success Specialist

Are you looking for a place to improve your personal and professional skill set? Are you a good problem solver? If the answer is yes, WE WANT YOU!

AOne is a fast-growing Edutech regional startup searching for flexible go-getter. We're specifically looking for a Customer Success Specialist who will roll up their sleeves to deliver 5-star customer experience to our clients. As a key member of our customer success team, you will help craft the customer success journey by building strong relationships with them.

Our ideal candidate is passionate about using creative and analytical skills to identify problems, find solutions, and improve relationships.

To succeed in this role, you should be a good listener and problem solver.

What will you be doing in this role:

• Assist new customers in adopting and implementing software by understanding their goals, aiding in setup, providing training, and guiding best practices.
• Collaborate with customers to create and execute tailored success plans, setting goals and milestones for desired outcomes.
• Develop and maintain strong customer relationships, serving as the primary point of contact for inquiries, concerns, and escalations.
• Engage with customers to ensure satisfaction, promote long-term retention, and identify upselling opportunities. Manage renewals and address concerns to maximize retention rates.
• Provide 5-star customer service, including going extra miles for clients, so they can experience exceptional customer experience from us.
• Identify and escalate complex issues to higher-level support or internal teams for resolution.
• Handle every customer interaction professionally and empathetically, aiming to surpass their expectations.
• Gather customer feedback and suggestions for the product development team, sharing insights on common pain points, feature requests, and improvement opportunities for the product.
• Track and report key customer success metrics like satisfaction, retention, and upsell opportunities, offering regular insights to internal teams.
• Stay current with industry trends and best practices, continuously refining success processes to enhance the customer experience.

If the above sounds interesting to you, and tick a few boxes below, apply now!

• You're a tech-savvy with the exceptional presentation abilities.
• You're a good in both written and spoken Mandarin and English.
• You're a strong in verbal and written skills, adept at understanding needs, explaining solutions, and building rapport.
• You can empathize with customer concerns and maintain patience in challenging situations.
• You're proficient in identifying issues, analyzing causes, and delivering effective solutions.
• You wish to grow your career in a supportive environment.
• You're comfortable working across multiple departments in a deadline-driven environment, and highly adaptive to changes.
• You're able to steer conversations towards positive outcomes with the use of positive language.
• You're willing to improve yourself, while helping your leaders to improve by giving them constructive feedback.

If you have requirements below, it'll make you stand out. However, these are not mandatory requirements:

• Previous customer success and service experience.
• You understand the tech startup environment and thrive in a fast-paced workplace.

Salary Package: RM3,500 - RM4,000 (basic + allowance + commission)