Customer Success Lead

Job Responsibility

1. Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
2. Review the customer journey, determine how IT’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
3. Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
4. Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
5. Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement.
6. Work with sales and marketing teams to boost customer referrals and develop case studies.
7. Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
8. Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
9. Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
10. Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
11. Maintain existing customer-success metrics and data as directed.

Job Requirements

1. Bachelor’s degree or equivalent.
2. At least 3-5 years of experience in communications, marketing, sales, account management, or customer success.
3. Required language(s): English and Bahasa Malaysia.
4. Ability to speak Mandarin to handle Mandarin speaking client will be an advantage.
5. Strong skills in verbal and written communications, strategic planning, and project management.
6. Analytical and process-oriented mindset.
7. Ability to work effectively across multiple departments in a deadline-driven environment.
8. Active team player, self-starter, and multitasker who can quickly adjust priorities.
9. Knowledge of Salesforce and project management tools.
10. Experience in event planning.

Job Benefits

1. EPF / SOCSO / PCB.
2. Annual leave.
3. Medical and hospitalization leave.
4. Opportunities for career progression.
5. Excellent training and development program.
6. Staff team building and outings.
7. Medical benefit.