Customer Success Executive (Parking Solutions)

Key Responsibilities

1. Client Support & Relationship Management

Serve as a point of contact for assigned clients for day-to-day matters

Maintain regular communication with clients to ensure satisfaction

Assist in handling client inquiries, requests, and basic issue escalation

Build positive working relationships with clients

2. Renewal Support

Assist in preparing maintenance renewal quotations

Follow up with clients on renewal status and documentation

Maintain records of contract expiry dates and renewal pipeline

Support the team in achieving renewal targets

3. Technical Coordination

Coordinate with internal technical teams on maintenance schedules

Track and follow up on maintenance activities for each site

Ensure updates are communicated to clients in a timely manner

Escalate delays or issues to the Sales Manager

4. Customer Success & Retention

Conduct periodic check-ins with clients (calls, emails, or visits)

Identify early signs of dissatisfaction and escalate accordingly

Support initiatives to improve customer experience

5. Upsell Support

Identify potential opportunities for hardware upgrades or system enhancements

Share leads with Sales Manager or Sales team

Assist in preparing basic proposals or documentation

6. Administration & Reporting

Maintain accurate client records, contracts, and communication logs

Update CRM or internal systems with account activities

Assist in preparing reports on account status and renewal tracking

Key Performance Indicators (KPIs)

Renewal Support Rate / Follow-up Timeliness

SLA Coordination Efficiency

Customer Response Time

Customer Satisfaction (feedback / CSAT)

Accuracy of documentation and reporting



Requirements

Education & Experience

Diploma or Bachelor’s Degree in Business, IT, Engineering, or related field

0–2 years of working experience (fresh graduates are encouraged to apply)

Skills & Competencies

Good communication and interpersonal skills

Strong coordination and organizational ability

Willingness to learn technical concepts (parking systems / IoT)

Basic problem-solving skills

Ability to multitask and work in a fast-paced environment