Customer Success Manager

3 weeks ago


Rawang, Selangor, Malaysia FAAR Global Solutions Full time
Customer Success Manager (Research & Thesis)

Thrive Faculty Sdn Bhd is a dynamic Academic Writing & Consulting company committed to enhance the excellence of Master's and PhD students across Southeast Asia by 2025, and expanding to the wider Asian region by 2030. We are seeking an experienced and dynamic Customer Success Manager (Research & Thesis) to deliver training programs aimed.

Responsibilities:

  1. Develop and curate resources (webinars, class, workshops, etc.) that address the specific needs of graduate-level participants.
  2. Lead the onboarding process for new PhD and Master's participants, ensuring they are familiar with the resources, tools, and processes available.
  3. Provide personalized guidance and recommendations to help participants navigate their academic programs, from coursework to research projects.
  4. Identify and resolve any issues that may impact participants' success, including academic, administrative, or logistical challenges.
  5. Track and monitor the academic and professional progress of participants to ensure they are on track to meet their goals.
  6. Provide regular check-ins and progress updates to participants and, if applicable, their faculty advisors.
  7. Gather feedback from participants to understand their experience and satisfaction levels, and suggest improvements based on their insights.
  8. Report on participant satisfaction, trends, and potential areas for program improvement to senior leadership.
  9. Facilitate workshops or group sessions on topics like research techniques, dissertation writing, and academic development.

Requirements:

  1. Bachelor's degree/ Master and PHD required, ideally in education, social sciences, business, or a related field.
  2. Proven experience in customer success, academic advising, or a similar role, with a focus on graduate-level students or professionals.
  3. Strong interpersonal and communication skills, with the ability to build relationships and interact effectively with academic participants.
  4. Excellent problem-solving abilities, with a solution-oriented mindset.
  5. Ability to work collaboratively with multiple teams and stakeholders.
  6. Strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
  7. Knowledge of CRM systems, customer success tools, or academic support platforms is a plus.
  8. Empathy and patience, particularly in dealing with students who may be experiencing stress or challenges in their academic journey.
  9. Ability to work independently and as part of a team.

Benefits:

  1. Employee Provident Fund (EPF/KWSP)
  2. Employee Insurance Scheme (EIS)
  3. Work from home (WFH)
  4. Training will be provided.
  5. Opportunities for professional growth and development.

Working Hours: Monday - Friday (8:30am – 5:30pm) Saturday (8:30am – 1:00pm)

Immediate Start this month. If you are interested, please send us your application and RESUME to me@drarmanshah.com or contact us at Puan Syahirah (010-9848911).

You may search about us at Dr. Arman Shah at Instagram and Facebook.

Seniority level: Mid-Senior level

Employment type: Full-time

Industries: Business Consulting and Services

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