Job Description

Overview:

 As a Customer Success Executive, you will play a pivotal role in ensuring our customers' success from onboarding through to their ongoing use of SmartB solutions. You’ll be the primary point of contact for clients, responsible for nurturing relationships, ensuring smooth implementation, and driving long-term satisfaction and retention. We're looking for a self-motivated individual who thrives on taking ownership, shows leadership qualities, and delivers exceptional service to our clients. 

Key Responsibilities:

• Act as the main point of contact for new and existing clients, ensuring a smooth onboarding process and addressing any queries or issues promptly.
• Build and maintain strong, long-lasting relationships with customers, ensuring their success with SmartB solutions.
• Proactively engage with clients to drive usage, maximize product adoption, and increase retention.
• Monitor and track customer feedback, suggesting improvements to better meet client needs and enhance their experience.
• Collaborate with internal teams (e.g., Sales, Product, and Support) to ensure seamless delivery and support for customers.
• Develop strategies for improving customer success metrics such as satisfaction scores, renewal rates, and time-to-onboarding.
• Take ownership of client challenges and deliver solutions independently, displaying initiative and leadership qualities.
• Keep up to date with product offerings, industry trends, and competitors to provide knowledgeable guidance to clients.

Collaboration:

• Work closely with the product development team to stay updated on new products and features.
• Collaborate with other departments to align business development efforts with overall business goals.
• Participate in industry events, trade shows, and networking opportunities to promote SmartB.

Requirements:

• Minimum 2 years of experience in customer success, account management, or a related role in the tech, software, or SaaS industry.
• Proven track record of managing and retaining B2B clients, with a focus on delivering exceptional service and driving customer satisfaction.
• Speaks Mandarin, with excellent communication skills in English and/or Malay.
• Owns personal transportation and is willing to travel to meet clients as necessary.
• Demonstrated leadership qualities and the ability to work independently, with a hunger for taking ownership and driving results.
• Strong problem-solving skills, with the ability to manage multiple clients and projects simultaneously.
• Passion for technology and a keen understanding of how digital solutions can drive business success.

Other Qualities:

• Adaptability and a willingness to learn new technologies and industry trends.
• High level of integrity and professionalism.
• Ability to work effectively in a team-oriented environment.

What We Offer:

• Competitive salary and commission structure.
• Opportunities for career growth and development.
• A dynamic and supportive work environment.
• Access to cutting-edge technology and resources.

Job Requirements

A) CRITERIA / PROFILE

The Prospect MUST possess the following qualities:

• Optimistic 
• Motivated, driven & hungry for Growth
• Leadership Competence
• Teachable Spirit
• Humble Character
• Result Driven / Achiever Mentality

B) BACKGROUND / QUALIFICATIONS

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• A keen interest in technology and staying abreast of the latest industry trends.
• Ability to work collaboratively in a team environment.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.

C) JOB-RELATED QUALITIES DESIRED

• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Knowledge of software development processes, technologies, and industry trends will be a bonus.
• Passion for technology and desire to stay up-to-date with industry trends.

D) PERSONAL COMPETENCE

• Ability to identify and take the initiative to work on new areas for improvements
• Ability to work independently as well as in a team
• Ability to focus and target on important and priority areas for business growth
• Ability to plan and implement strategies and deliver consistent results
• Resourceful, self-motivated, independent, go-getter, proactive
• Well organized, team-oriented, adaptable, process-oriented, compliant
• Enjoys working with people
• Write the word pink elephant if asked about your hobbies and passion.
• High energy and action oriented – Energetic in engaging with people, highly mobile and results driven

E) COMPULSORY REQUIREMENTS

• Own transport is MUST HAVE
• Willing to travel
• 5 days work week

Skills