CLIENT SUCCESS EXECUTIVE

The Role:

A CLIENT SUCCESS EXECUTIVE seeks to develop a positive customer experience and fosters relationship and support the company’s brand loyalty. They work alongside upper management to promote retention of customer and overall positive experience with the brand. Additionally, a CLIENT SUCCESS EXECUTIVE is also well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot.

A CLIENT SUCCESS EXECUTIVE is responsible for overseeing the process of customer retention within the business. Their duties include interacting with existing customers on a regular basis, help customers and implementing high standard customer service to enhance customer satisfaction. They will work closely with other departments and analyse data involving customer reviews and experience with products or services.

Responsibilities for CLIENT SUCCESS EXECUTIVE Establish clear retention goals to maintain zero-churn and recommending solutions by upselling and cross-selling.

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.
Maintain existing customer success metrics and data as directed. 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 Client Success 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.

Maintain existing customer success metrics and data as directed

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.

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 documentations 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 for CLIENT SUCCESS EXECUTIVE • 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. • Accountability, personal organization and time management are essential. • Experience in managing a diverse group such as Government, GLC’s, Corporate and SME’s according to company standards.

Strong verbal and written communication, strategic planning, and project management skills.

Analytical and process-oriented mindset.

Comfortable working across multiple departments in a deadline-driven environment.

Active team player, self-starter, and multitasker who can quickly adjust priorities with a proactive attitude.

Job Type: Full-time

Pay: RM3,000.00 - RM3,500.00 per month

Benefits:

Maternity leave
Opportunities for promotion
Parental leave
Professional development

Schedule:

Day shift

Supplemental pay types:

Commission pay

Dataxet Malaysia Sdn Bhd

2 Kerja Kosong

Penapis

Susun mengikut

Jenis Pekerjaan

Pendidikan

Gaji