Customer Success Specialist

3 weeks ago


Remote, Malaysia OPENLEARNING GLOBAL (M) SDN BHD Full time

The Customer Success Specialist role is the first point of contact and is responsible for providing onboarding support, platform technical support, and creating sustainable growth for OpenLearning partners.

As a Customer Success Specialist, you will collaborate with cross-functional teams, troubleshoot technical issues, and contribute to the ongoing improvement of the solutions, supporting new institutional partners through their onboarding and managing a number of accounts to support their growth.
- **Role type**_

Contractor
- **Reports to**_

Head of Customer Success
- **Job location (s)**_

Global

**Accountabilities**:

- Product Knowledge:
○ Gain in-depth knowledge of the company's product or service offerings.

○ Provide expert guidance to clients on maximising the product's value to

meet their business goals.
- Customer Onboarding:
○ Oversee the onboarding process for new clients to ensure a smooth and

positive experience.

○ Conduct onboarding sessions and provide educational resources.
- Proactive Communication:
○ Initiate regular client check-ins to assess satisfaction, gather feedback, and

address concerns.

○ Keep clients informed about product updates, enhancements, and industry trends.
- Collaboration:
○ Collaborate with cross-functional teams, including sales, marketing, and

product development, to ensure a cohesive customer experience.

○ Relay customer feedback to the product team for continuous

improvement.
- Documentation and Resources:

- Create onboarding documentation, guides, and tutorials to assist

customers in their learning process.
- Ensure that onboarding resources are clear, concise, and easily

accessible.
- Customer Engagement and Feedback Collection:
○ Develop and nurture strong, long-term relationships with assigned clients.

○ Serve as the main point of contact and advocate for clients within the

company.

○ Offer responsive customer support during the onboarding phase to

address questions and challenges promptly.

○ Collaborate with the Customer Success team to facilitate a seamless

transition post-onboarding.

○ Gather and relay customer feedback to the product development team for

continuous improvement.

○ Provide insights into common customer challenges and opportunities for

product enhancement.

**Requirement**:

- Preferably minimum 2 years experience in SaaS customer to technical support.
- Relevant experience in user onboarding, training, or customer support roles.
- Excellent communication and presentation skills.
- Ability to adapt to new technologies quickly.
- Strong organisational and project management skills.
- Customer-focused mindset and goal-oriented and results-driven.
- Analytical mindset with the ability to interpret data.
- Familiarity with customer relationship management (CRM), and support tools.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: RM3,000.00 - RM6,500.00 per month

**Benefits**:

- Work from home

Schedule:

- Fixed shift
- Night shift

Application Question(s):

- What is your level of proficiency in English?

**Experience**:

- Customer service: 2 years (required)
- Technical support: 2 years (required)
- Software as a Service (SaaS): 1 year (required)



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