Job Description

About the Role:

The Customer Success Executive (CSE) will manage Hong Kong customers accounts post-onboarding, ensuring successful adoption of Info-Tech HRMS & Accounting software. The goal is to help customers achieve their business objectives, maximize value from the software, and maintain high satisfaction while minimizing churn risk.

Key Responsibilities:

• Conduct proactive and strategic outreach and check-ins with customers using usage data and milestone tracking to ensure software adoption.
• Monitor customer health using analytics (usage, feature adoption, support tickets) and take early action to address at-risk accounts.
• Resolve customer complaints and operational issues, coordinating with internal Support & Development teams as needed.
• Systematically collect, gather and synthesize customer feedback into actionable insights for product and service improvement.
• Support the creation and maintenance of training materials, help guides, and best-practice documentation.
• Perform any other ad hoc tasks assigned by management.

Job Requirements

Requirements:

• Diploma or Degree in any related field (Human Resources, Accounting, IT is preferred).
• Minimum 2 years in Customer Support, Consultant, Software Support, IT Analyst, Customer Experience, Customer Service, and etc. (experience in SaaS, IT, HRMS, Accounting software is preferred).
• Fluent in Cantonese and English (verbal & written).
• Strong Excel or Google Sheets skills (VLOOKUP, Pivot Tables, Data Analysis).
• Excellent communication, empathy, and problem-solving skills.
• Calm under pressure, fast learner, adaptable to new systems.
• Willing to work at Q Sentral, Kuala Lumpur (next to KL Sentral).

The Package:

• Basic Salary
• Meal Allowance
• Annual Leave, Medical Leave
• Special Granted Leaves (Birthday Leave, Marriage Leave, Compassionate Leave)
• Medical Benefit, Group Hospitalization Insurance
• Flexi Benefit Entitlement, Laptop Provided, Monthly Employee Engagement Events
• Working Hours: 9:00AM - 6:00PM (Monday – Friday)
• Grow career with clear opportunities for advancement and professional development
• Office location easy access to public transportation (including MRT, LRT, Monorail, and KTM)

Skills