Job Description

MohonKelayakan

• Minimum of 10 years of experience in customer-facing organizations, with at least 5 years in a leadership role
• Experience in Hospitality or Hotel industry is highly preferred, with a strong focus on delivering exceptional customer experiences
• Knowledge of Customer Relationship Management software/systems and account management
• Solid experience in post-sale and sales, with a proven track record of driving customer retention and growth.
• Exceptional leadership skills, with the ability to inspire and motivate a team to deliver exceptional performance.
• Excellent communication and relationship-building skills, with the ability to engage with customers at all levels.
• Strong strategic thinking and problem-solving skills, with the ability to develop and implement effective customer success strategies.
• Bachelor\'s degree in Business, Marketing, or a related field.

TanggungjawabAbout usAs the VP of Customer Success, you will be responsible for leading and managing our customer success team to ensure the highest levels of customer satisfaction, retention and growth.Job ResponsibilitiesStrategic Leadership:

• Develop and implement a comprehensive customer success strategy aligned with the company\'s goals and objectives.
• Define key performance indicators (KPIs) for customer success and monitor performance against these metrics.

Team Management:

• Lead, mentor, and manage the customer success team, ensuring they are motivated and equipped with the necessary skills and knowledge.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Lead the development of customer success programs, including onboarding, training and ongoing support.

Customer Relationship Management:

• Build strong relationships with key customers (tenants and owners), acting as an escalation point for any issues or concerns.
• Create and implement customer communication plans to ensure consistent and proactive engagement.

Feedback and Improvement:

• Establish feedback loops to gather customer insights and use this information to drive product and service enhancements.
• Collaborate with marketing, and sales teams to ensure customer feedback is incorporated into future developments.

Reporting and Analysis:

• Leveraging technology, RM software and related tools to optimize customer success operations, automate outreach, increase operational efficiency and reduce costs.
• Prepare regular reports on customer success metrics and share insights with the relevant stakeholders.
• Analyze customer data to identify trends, challenges, and opportunities for improvement.

Manfaat

• Competitive salary and benefits package.
• Young, supportive and diverse working environment.
• Opportunities for professional growth and development.
• Annual Leave, Medical Leave, Birthday Leave, EPF, SOCSO, EIS.
• Office refreshments.
• Mon to Fri, 5 working days/ week.
• Hybrid working arrangements.
• Medical reimbursement.
• Cozy Co-working space.
• Accommodation discount.
• Monthly activities and events.
• Onsite free parking/ Reachable by Public Transport.
• Other benefits.

KemahiranCustomer relationship managementImportant InformationNever provide your bank or credit card details when applying for jobs. Do not transfer any money or complete unrelated online surveys. If you see something suspicious, Report This Job ad.

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