Customer Success Executive
1 week ago
**Overview**:
Offices
Kuala Lumpur
Job-type
Contract
Job Category
All
Industries
Services
Salary
MYR 3,500 - 5,000 /Month
**Who you'll be working for**:A company that offers food delivery solutions to grow the online food ordering and delivering business.
**What you'll be doing on the job**:
- Customer onboarding
- Collect and verify necessary information from restaurant-partners to set up their accounts after sales team handed over their contract
- Educate restaurant-partners and their restaurant team to set up their software and hardware
- Customer success management
- Build and maintain a long term client relationship with restaurant-partners as part of our company’s customer retention and referral strategy
- Routinely engage and check in with key restaurant-partners to have in-depth understanding on their pain points and feedback to identify room for product improvement and upselling / downselling opportunities
- Act as an alternative liaison between restaurant-partners, sales team and operations team to troubleshoot any major issues faced by the restaurant-partners (primary contact point for minor issues will be managed by a separate team)
- Religiously reflect, analyse, summarise and documents key facts and learnings on key customer success incidents to contribute to the company’s knowledge base
- Customer billing
- Arrange with restaurant-partners to make payment for the subscription of the product via their preferred payment method
- Negotiate and provide / shorten / extend free trial programs for restaurant-partners on a case-by-case basis
- Customer churn management
- Foresee potential churn through day-to-day interactions with restaurant-partners and monitoring of app analytics and take pre-emptive action accordingly
- Conduct customer exit survey and make sure root causes of push/pull factors are captured and documented precisely to be used by our team to improve our products
- Arrange retrieval of hardware from restaurant-partners at the end of their usage period of the product
- Project
- Participate or lead projects with collaboration with other teams / departments to improve customer experience and/or increase efficiency and effectiveness of internal processes
- Ad-hoc tasks
**Consultant Contact**:**Posted by**:
Man Kay Poon
**Phone**:
+60163901931
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