Customer Success Executive

Location: PJ33, PJ

Industry: Media Intelligence

This role will be responsible for overseeing the process of customer retention within the business. Their duties include interacting with existing customers on a regular basis, helping customers and implementing high standard customer service to enhance customer satisfaction. They will work closely with other departments such as the Sales Department during handover of new accounts to the Client Success team, Insights and Media Services Department to analyse data involving customer reviews and experience with products or services.

Responsibilities

• Establish clear retention goals to maintain zero-churn and recommend solutions by upselling and cross-selling to existing clients.
• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services. Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Must have ownership and accountability to their assigned account as well as assisting with other existing clients as and when needed.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
• Optimize existing processes within the company and actively enhance all BD initiatives.
• Understand customer needs to maximize retention and growth and communicate learnings.
• Deep understanding of customers concerns, pain points and thoughts regarding the use of products, and the ability to troubleshoot as needed. Review customer pain points and concerns and seek to improve all aspects of the customer experience with the company.

Daily and Monthly Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity to upsell and cross-sell, highlighting best practices, and documenting them. Must have problem solving skills and able to communicate with clients via emails (with good writing skills), WhatsApp and phone calls.
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
• Facilitate interaction and workflow between team members and internal departments, including third-party service providers, to ensure deliverables are on time.
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members as well as with clients.
• Prepare necessary reports and documentation for clients to when requested or proactively identify areas of improvement for clients with the company’s product and services.
• Work closely and communicate well with the internal departments within the company and the company’s subsidiaries.

Qualifications

• 3-5 years of experience in client servicing/ success or account management position strongly preferred.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills in SaaS preferred, as they relate for the use of the product to service to be solid.
• Experience in managing a diverse group such as Government, GLC’s, Corporate and SME’s according to company standards.
• Accountability, personal organisation and time management are essential.

Job Types: Full-time, Permanent

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Schedule:

• Monday to Friday

Application Question(s):

• How many years of experience in in client servicing/ success or account management position ?
• What is your notice period?
• What is your expected salary?
• Are you willing to work in PJ33?

Work Location: In person