Job Description

Location: Kuala Lumpur, Malaysia

Role: Customer Success Manager

Department: Customer Department

Mode: Full-time

About

Founded in Hong Kong in early 2017, is a Business Messaging platform that unifies customer communication for tech-savvy organizations that market, sell and support across instant messaging, web chat, and email. We are one messaging platform for various use cases like marketing purposes, sales, support and engineering.

Role Description

At , the role of Customer Success Manager is pivotal to our company\'s success. As a Customer Success Manager, you will be the go-to resource for top-tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning.

Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us.

Responsibilities

• Collaborate closely with customers to understand their goals and help them maximize the value of the

platform. * Assist customers during the onboarding process, ensuring a positive and smooth experience.

• Develop and maintain strong relationships with both internal and external stakeholders.
• Act as a point of contact for customer issues and ensure timely resolution.
• Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the

platform. * Monitor and report on customer satisfaction and platform usage.

• Focus on maintaining high customer satisfaction and retention rates.
• Acquire in-depth knowledge of the

platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells.

Qualifications

• 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management
• Experienced in working with international customers and handling global accounts
• Attentive listener with an ability to address customer concerns effectively
• Strong communication skills to convey complex ideas clearly
• Skilled in negotiating complex renewal contracts in a SaaS environment
• Proficient in optimizing complex business processes
• Familiarity with business messaging platforms, CRM systems, and Customer Success tools
• Passionate about digital transformation and understanding diverse businesses
• Ability to provide customer feedback and insights to various departments for product improvement
• Deep understanding of our products, industry trends, and competition
• Able to quickly grasp technical concepts and keen to become an expert in our software
• An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference

Here\'s what\'s in for you

• You will be part of a culture that is built on trust, respect, and collaboration, where everyone is valued and feels like they belong
• You will join a diverse team of people from all over the world who are passionate about serving our global customers.
• You will grow more here than you would anywhere else, that is a promise.
• Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball), you\'ll always be looking forward to it!
• Beer O\'Clock on Fridays? Naah, we have it every day!
• Are you a PlayStation fan? It gets fun when you get to beat your colleague on a FIFA game at the office!
• You\'ll get to experience a very competitive compensation.
• You\'ll be covered exclusively on one of the highest medical and dental insurance especially for you.
• Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it.
• You\'ll be entitled to stock options with terms and condition.
• Flexible working environment and working hours.

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