Customer Success Manager

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia JurisTech Full time

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Recruitment Team Lead at Juris Technologies

JurisTech has been building sophisticated enterprise-class software for the biggest banks and largest enterprises in Malaysia for over 20 years. Our agile and robust software has won international awards and we are expanding overseas.

We have one of the best environments for an exciting career as our software solutions are designed as a playground for you to configure, customise, and manipulate the software without coding.

Come, join us today as we are now on a hiring spree for passionate individuals willing to work towards a rewarding and long-lasting career. Successful candidates will be required to work at the Bangsar South area and may be required to travel as and when required.

RESPONSIBILITIES

Your primary responsibilities include ensuring complete and satisfactory utilization of Juris software while effectively managing multiple user groups within the customer's organization.

  1. Learn and Understand Juris Software Solutions: Gain proficiency in Juris software solutions, understanding their business impact, analyzing customer needs, and developing customer portfolios.
  2. Effective Communication and Support: Ensure all communications with customers are consistent and accurate, managing expectations and meeting estimated delivery times. Work closely with software support and project teams to quickly grasp software terminologies and business processes.
  3. Manage Customer Interactions: Handle customer requests and issues raised through various channels including emails, WhatsApp, and an online portal. Acknowledge and ensure these are promptly attended to by the appropriate individuals within Juris. Provide regular and scheduled updates to customers about the status and any changes concerning their issues.
  4. Monitoring and Escalation of Issues: Track the elapsed time for each client's requests, complaints, or issues, and proactively escalate them before the SLA time threshold is breached to ensure timely resolution.
  5. Documentation: Accurately document meeting minutes, business requirements, and customer issues to maintain clear and effective records.
  6. Customer Relationship Management: Oversee multiple user groups within the customer's organization to ensure full and satisfactory utilization of Juris software.

JOB REQUIREMENTS

  1. Good written and verbal communication skills, and able to work with all stakeholders.
  2. Familiar with Microsoft Word, Excel, and PowerPoint software.
  3. Great attention to detail and analytical mindset.
  4. Self-driven and proactive nature.
  5. Affinity or willingness to learn software functions and behaviours.

COMPENSATION AND BENEFITS

  1. Bonus range: Up to 3 months (subject to performance)
  2. Others: Statutory contributions and standard employee benefits apply
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Consulting, Information Technology, and Customer Service

Industries

IT Services and IT Consulting, Software Development, and Banking

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