Customer Success Consultant

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia COOHOM INC. Full time

Responsibilities:

  • Responsible for undertaking the operation of the international panhome furnishing industry SaaS business imported by the sales department (currently mainly in Southeast Asia), including daily communication and maintenance, troubleshooting, collection of needs and problems, etc., and actively coordinate internal & external resources to provide customers with highquality services;
  • Through regular customer communication, customer visits and other operational means, increase customer stickiness, improve merchants' satisfaction, and maintain a good cooperative relationship;
  • Indepth understanding of customer status, mining customer needs, providing customers with professional and exclusive project implementation plans, guiding customers to reach indepth cooperation, and promoting customer success;
  • Cooperate with the contract renewal team to jointly promote customer renewal, guide or tap customer needs for valueadded services on a daily basis;
  • Have a certain data analysis ability, be responsible for various indicators such as the activity of customer tools, locate customer problems through data, propose solutions, analyze operational effects, and track user behavior;
  • Have sufficient product awareness, be able to guide and promote product update and iteration, and promote product landing.

Qualifications

  • Malay and English can be used as working language;
  • Strong logical thinking, bigpicture view, goaloriented but with good process management methods and habits;
  • Experience in consumer behavior research is preferred; data and product experience are preferred;
  • Strong initiative, strong learning ability, innovative consciousness and can be applied in work; patience, service consciousness and sense of responsibility to customers, strong ability to withstand pressure; willing to share, good at teamwork.

Application Question(s):

  • Do you have experience in software/furniture industry?
  • Could you use both English and Chinese as a working language?

Experience:

Customer Success: 3 years (preferred)

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