Customer Success Manager
4 weeks ago
- Provide strategic leadership and direction to the Customer Success Specialist team.
- Drive initiatives that enhance customer success and promote long-term partnerships.
- Foster strong relationships with new and existing customers, spanning various industries.
- Oversee client onboarding, encouraging robust product utilization and engagement.
- Lead efforts to drive implementation setup progress for net-new Hiring Enterprise Program (HEP) customers.
- Manage and mentor a team of Customer Success Specialists, providing guidance and support.
- Conduct regular training sessions to enhance team capabilities.
- Leverage data analysis to identify trends and opportunities for client success and platform growth.
- Develop and implement strategies to drive customer value and satisfaction.
- Oversee the timely resolution of Sales-triggered customer support requests ("Calls to Action" or CTAs).
- Maintain a deep understanding of LinkedIn products and ensure the team is well-versed in providing guidance on best practices.
- Track client customer lifecycle milestones, including onboarding, license activation, and user engagement.
- Set and achieve goals related to customer success metrics.
- Ensure accurate and timely tracking of customer activity in systems of record (e.g., CRM system).
- Provide regular reports to leadership on team performance and customer success metrics.
- Oversee the triage of troubleshooting tickets.
- Facilitate proactive outreach to customers with suboptimal performance, scheduling consultations for improvement through coaching on best practices.
Location:
MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan Kiara
Language Requirements:
English
Time Type:
Full time
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