Customer Success Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia EZYPAY Full time

Join an innovative, fun and Energetic Company with a great culture
:

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Flexible Working Conditions:

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Development Opportunities


Do you love working in a diverse, fast paced, and energetic environment? A rare opportunity exists at Ezypay for a Service Delivery Manager.


Ezypay is a multi-award-winning FinTech company established in 1996, specializing in the provision of subscription and recurring direct debit payments.


With offices in Australia, New Zealand and Malaysia, Ezypay has processed over $3 billion worth of subscription payments in 10 countries across the Asia Pacific region (Australia, New Zealand, Malaysia, Singapore, Philippines, Hong Kong, China, Taiwan, South Korea and Thailand) and we're continually expanding.


Job Summary:


As the
Customer Success Manager at Ezypay, you will be responsible for overseeing our customer support teams, managing escalations, and incident management processes.

You will lead efforts to design and implement service improvement strategies and initiatives to ensure the highest level of service quality and customer satisfaction.

You will work with internal teams at Ezypay, advocated for our customers, and ensuring that we provide superior service to our customers.


Key Responsibilities:

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Team Management:

Lead, mentor, and manage a team of support professionals, including Service Desk and Technical Support, ensuring they meet performance goals and provide excellent customer service.

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Incident Management:

Develop and maintain efficient incident management processes to minimize service disruptions and resolve incidents in a timely manner. Manage escalations and ensure proper communication and coordination during critical incidents.
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Service Improvement:

Collaborate with cross-functional teams to identify areas for service improvement. Develop and implement strategies, initiatives, and action plans to enhance service quality, efficiency, and customer satisfaction.
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Service Level Agreements (SLAs):

Establish and manage SLAs with clients to ensure service delivery aligns with agreed-upon expectations. Monitor and report on SLA compliance and make necessary adjustments.
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Customer Relationship Management:

Build strong relationships with both external customers and internal stakeholders, serving as the main point of contact for service-related matters.

Act as an advocate for the client within the organization.
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Performance Metrics:

Define and track key performance indicators (KPIs) related to service delivery and incident management. Analyze data to identify trends and areas for improvement.
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Budget Management:

Manage the customer support budget, ensuring cost-effective operations while maintaining service quality standards.
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Documentation:

Maintain accurate records of incidents, service requests, and service improvement initiatives. Prepare reports and presentations for management and customers as needed.

Qualifications:

  • Bachelor's degree in IT or equivalent work experience.
  • Proven experience in customer service, incident management and service improvement.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and make datadriven decisions.
  • Knowledge of ITIL framework and best practices is a plus.
  • Project management skills are a plus.
  • IT certifications (e.g., ITIL, PMP) are a plus.

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