Customer Success Executive (SaaS)

Company Information

Business Nature: Educational Platform (SaaS)

Working hours: 9AM - 6PM (MON - FRI)

Location: Kota Damansara (MRT Accessible)

*with Commission*

Job Scope

• Guide new customers through the adoption and implementation of software, understanding their goals, assisting in setup, providing training, and recommending best practices.
• Collaborate with customers to develop and execute personalized success plans, setting goals and milestones for desired outcomes.
• Build and maintain strong customer relationships, acting as the main 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.
• Deliver exceptional 5-star customer service, going the extra mile for clients to provide an outstanding customer experience.
• Identify and escalate complex issues to higher-level support or internal teams for resolution.
• Handle every customer interaction professionally and empathetically, aiming to exceed their expectations.
• Gather customer feedback and suggestions for the product development team, sharing insights on common pain points, feature requests, and improvement opportunities.
• Track and report key customer success metrics such as satisfaction, retention, and upsell opportunities, offering regular insights to internal teams.
• Stay informed about industry trends and best practices, continuously refining success processes to enhance the customer experience.

Requirements:

• Tech-savvy with exceptional presentation abilities.
• Proficient in both written and spoken Mandarin and English.
• Strong verbal and written communication skills, capable of understanding needs, explaining solutions, and building rapport.
• Ability to empathize with customer concerns and maintain patience in challenging situations.
• Proficient in identifying issues, analyzing causes, and delivering effective solutions.
• Desire to grow your career in a supportive environment.
• Comfortable working across multiple departments in a deadline-driven environment and highly adaptive to changes.
• Able to steer conversations towards positive outcomes using positive language.
• Willingness to improve yourself and contribute constructive feedback to help leaders improve.
• Understanding of the tech startup environment and thriving in a fast-paced workplace

Job Type: Full-time

Pay: RM3,500.00 - RM4,000.00 per month

Schedule:

• Monday to Friday

Supplemental Pay:

• Commission pay

Application Question(s):

• State your notice period, thanks.

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Account management: 1 year (Preferred)
• Customer support: 1 year (Preferred)

Language:

• Mandarin (Preferred)

Application Deadline: 02/28/2025