Job Description

Are you passionate about building strong relationships and helping clients thrive?

We’re looking for a proactive and strategic Senior Executive, Customer Success to be the trusted advisor for our customers, guiding them to achieve their goals and maximize value from our solutions. In this role, you’ll play a key part in driving customer satisfaction, retention, and growth by understanding client needs, resolving challenges, and delivering exceptional support and insights.

If you're a natural communicator with a customer-first mindset and a knack for problem-solving, we’d love to hear from you!

Here's How You Will Add Value:

Customer Onboarding:

• Guide new customers through the onboarding process, ensuring a smooth and positive experience.
• Provide product training and orientation to help customers maximize the value of our offerings.

Relationship Building:

• Regularly check in with customers to understand their evolving needs and challenges.
• Establish and maintain strong strategic relationships with key stakeholders within client organizations.

Customer Feedback & Insights:

• Gather customer feedback and share insights with product, sales, and marketing teams for enhancement or improvement.

Account Management:

• Proactively monitor customer accounts to identify potential issues and address them promptly.
• Encourage satisfied customers on other promotional activities.
• Develop a deep understanding of our products or services and stay updated with customers on new features and enhancements.

Customer Support & Issue Resolution:

• Address customer concerns, provide solutions, and coordinate with internal teams to resolve issues.

Retention & Growth:

• Work towards customer retention to secure existing based client’s revenue.
• Identify upselling and cross-sell opportunities to drive business growth with any products and services available by company.
• Solutions & Consultative Sales methodology to address customer pain points and Value-Based Engagement.

Cross-Team Collaboration

• Work closely with sales, products, marketing and other relevant teams to enhances offerings, achieve customer desire goals, and resolves challenges.

Job Requirements

What you'll need to succeed:

Qualifications

• Bachelor’s Degree or Diploma in IT, Computer Science, Business, Management, or related field (or equivalent professional qualification).

Work Experience

• 3+ years of experience in Corporate Sales, Customer Success, Account Management, or Consultative Sales roles in the SaaS industry. (Other skilled individuals with relevant experience may also apply.)

Skills & Competencies

• Possess a valid driving license and own vehicle.
• Fluency in written and spoken English, Bahasa Malaysia, and Mandarin.
• Strong communication, negotiation, collaboration, and relationship-building abilities.
• Excellent problem-solving and analytical thinking skills.
• Ability to analyze customer data and provide strategic recommendations.
• Proficiency in CRM software, data analytics tools, and customer support platforms.
• Disciplined, positive attitude, and ability to multitask.
• Outgoing, enthusiastic, and creative in problem-solving.
• Demonstrates a desire for continuous learning and improvement.

Skills