Customer Success Manager

3 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Staple Full time

Staple is an AI software startup that helps enterprises automate document processing at scale, enabling companies to more efficiently digitize, reconcile data and access powerful analytics to optimize decision making.

Staple's software can be deployed into multiple enterprise workflows, powered by our multi-language capability and our proprietary technology to rapidly deploy AI/ML models with little to no training time. We have already onboarded global institutions in BFSI, F&B, engineering and automotive industries, and our clients include banks, software companies and Fortune 500 companies.

In this pivotal role, you will be responsible for nurturing and expanding our existing customer relationships, ensuring the highest level of satisfaction and delivering exceptional customer experiences. Your goal will be to not only retain our valued customers but also to identify opportunities for account growth and increased engagement.

Responsibilities
  1. Customer Relationship Management: Develop and maintain strong relationships with existing customers, understanding their needs and ensuring their success with our products/services.
  2. Account Expansion: Identify opportunities for account growth and up-selling, working closely with the sales team to increase customer engagement and product adoption.
  3. Customer Feedback and Insights: Collect and analyze customer feedback to drive continuous improvement in our products and services.
  4. Onboarding and Training: Lead customer onboarding processes and provide ongoing training and support to maximize customer satisfaction and product utilization.
  5. Issue Resolution: Proactively identify and resolve customer issues and concerns, ensuring a high level of customer satisfaction.
  6. Renewal Management: Oversee the renewal process, ensuring a high retention rate among our customer base.
  7. Performance Metrics: Track and report on key customer success metrics, using data to inform strategies and decision-making.
  8. Collaboration: Work closely with cross-functional teams, including sales, marketing, product development, and support, to ensure a cohesive customer experience.
  9. Customer Advocacy: Foster a community of customer advocates and leverage their feedback and experiences to enhance brand reputation and product offerings.
Qualifications
  1. Experience in customer success
  2. Proven experience in a customer success, account management, or similar role.
  3. Exceptional interpersonal and relationship-building skills.
  4. Strong problem-solving abilities and customer-centric mindset.
  5. Experience in managing customer expectations and expanding customer accounts.
  6. Excellent communication skills, both written and verbal.
  7. Ability to analyze data and derive insights to improve customer experience.
  8. Bachelor's degree in Business Administration, Marketing, or related field.
  9. Familiarity with CRM tools and customer success software.
  10. Ability to work in a fast-paced and dynamic environment.
  11. Team player with a strong sense of ownership and accountability.

This is a fantastic opportunity to join a forward-thinking company and play a key role in our growth and customer satisfaction. If you have a passion for customer success and a track record of excellence in this area, we would love to hear from you.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service and Consulting

Industries

IT System Custom Software Development

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