Kerja Sepenuh Masa, Customer Success Executive di ViewQwest Federal Territory - Maukerja

We are seeking a proactive and client-oriented Client Success Executive to manage client relationships, ensure client satisfaction, and support client retention. The successful candidate will act as the primary point of contact for clients, coordinating with internal teams to ensure timely service delivery, effective issue resolution, and a positive client experience.

Key Responsibilities

• Client Relationship and Account Management: Build and maintain strong relationships with existing clients, acting as the primary point of contact for managing inquiries, service requests, and account matters while maintaining accurate records, coordinating contract renewals, and identifying opportunities for upgrades and additional solutions.
• Client Satisfaction, Retention, and Contract Support: Proactively assess client satisfaction, address concerns, and coordinate with relevant departments on service agreements and contract matters to reduce churn and strengthen long-term loyalty.
• Cross-Department Coordination: Collaborate with internal department including Sales Operation, Service Delivery, Technical Support, & Finance to coordinate installations, upgrades, and service changes, ensuring seamless delivery and timely resolution of client concerns.
• Issue, Escalation, and SLA Management: Monitor client complaints, network outages, and technical support tickets; track service performance against agreed SLAs; and ensure timely follow-up, escalation, resolution, and client updates on incidents and corrective actions.
• Continuous Service Improvement: Identify recurring client issues, analyse feedback, and recommend improvements to service quality, operational efficiency, and overall client experience.
• Reporting and Documentation: Prepare regular client status reports, track outstanding issues, maintain account documentation, and report client feedback to management.

Requirements

• Diploma or degree in Business Administration, IT, or a related field.
• Experience in account management, client success, or the telecommunications or ISPs industry is an advantage.
• Strong communication, interpersonal, problem-solving, and coordination skills.
• Ability to manage multiple client accounts and prioritize tasks effectively.
• Client-focused mindset with strong follow-up and organizational skills.
• Proficiency in Microsoft Office and CRM systems.