Customer Success Assistant Manager

Job Description

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

Job Responsibilities

Build relationships with customers by understanding the key stakeholders, desired outcomes, appropriate experience and expectations.

Take ownership of the key performance outcomes - successful onboarding of customers, satisfaction of customers, and renewal rates.

Come up with strategies to onboard new customers in various ways depending on the type of customers, and take a hands-on approach to ensure that customers are onboarded successfully.

Be the voice of customers and advocate for the customers’ needs, working with the product team to come up with product features and solutions to create greater value for the customers.

Drive a positive experience for the customers, leading to a high level of customer satisfaction

Handle renewals of customer contracts and drive a high retention rate.

Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.

Create and review materials that will aid in achieving the above responsibilities

Qualification:

Candidate must possess at least Diploma/ Bachelor's Degree, Professional Degree, in IT / Computer Science / Computer Engineering.

Candidates must have minimum 1 year experience in customer success or sales & marketing.

Candidate must possess some familiarity with IT software solutions or have worked in an IT vendor environment

Candidates must have strong written and verbal communication skills. Ability to speak Mandarin will be an added advantage.

Candidates should be detail oriented, result-driven and analytical.

Candidates must have strong customer focused.

Ability to communicate well in English (both verbal and written) is essential.

Candidates who are able to start work immediately will have an added advantage.

Open to Malaysian Citizen only