Job Description

About the job Senior Customer Success Manager

Our client is a regional leading HR Tech company. They are setting the Malaysia operations to better service their regional clients. As part of their growth plan, they are seeking to hire a dynamic Senior Customer Success Manager who can manage a large customer base in Malaysia region building a good relationship, enhance and evaluate Customer needs. Acting as a point of contact and making sure that the interaction with customers is effective while onboarding, problem solving, retention and to provide a Good Customer Experience.\xef\xbb\xbf

Responsibilities:

• Manage key accounts based out of Malaysia
• Providing initial, ongoing and refresher training (face-to-face) to customer stakeholders
• Hand-holding the users (particularly the administrator) and assisting them in effective usage of the platform and act as their go-to-person for doubts on the product
• Gathering customer data where required to support implementations
• Acting as the bridge between the Company\'s Product / Engineering team and the customer or channel partner
• Provide exemplary post-purchase client service and support, and maintain strong customer relationships throughout
• Reporting issues faced by the users to the Product / Engineering team
• Managing customer expectations around delivery times for product fixes and enhancements
• Conducting periodic dipstick with users to proactively monitor product satisfaction
• Monitoring product usage encouraging customers to increase usage where there is scope for improvement

Key Requirements:

• Degree in Marketing, Sales or Business Management from a top Business school /university
• Formal Knowledge of learning design and science, digital content development, and learning technologies and tools.
• Minimum 7-10 years B2B enterprise experience in Customer Success or Account management team
• Experience with project planning, management, and prioritization
• Attention to detail and have zeal to to get into the grass root level to fix an issue
• Relationship Management & build Customer Focused strategies
• Concentrate on Customer Retention
• Ability to work on stretch goals and highly demanding targets
• Innovation, problem-solving skills and bring customer success best practices
• Energetic team player, driven and self-motivated
• Self-starter with the ability to work with limited input
• Excellent verbal and written communication skills, including facilitation of group presentations
• Good business sense and excellent consultative sales skills
• The candidate needs to be a Malaysian Citizen and have language proficiency in English & Malay (speaking and writing).\xef\xbb\xbf

Remunerations & Benefits

• \xef\xbb\xbfBasic Salary: RM7,000 - RM9,000
• Those with direct industry experience with higher salary bracket will be considered

Consultant in Charge:

Alison Perera\xef\xbb\xbf | 012 6515688 |

\xef\xbb\xbfAlyssa Paulose |

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