Customer Success Manager

3 weeks ago

Ipoh, Malaysia Seventeen Network Services Sdn. Bhd. Full time

**About the job (Unleash Your Potential)**

**KEY RESPONSIBILITIES (What Awaits You)**

**A DAY IN A LIFE -** _As a startup culture, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours will involve you having to manage the below:

- _

**Client Onboarding**:

- Guide new clients through a seamless onboarding process to facilitate a positive initial experience and Lokein products and services to ensure a strong foundation for product adoption.

**Account Management**:

- Build and nurture long-term relationships with assigned clients, serving as their main point of contact, issues, executions, timelines, and contract renewal.

**Product Adoption Strategy**:

- Develop and implement strategies to drive continuous product adoption and result you can identify opportunities for maximizing the value of Lokein offerings.

**Customer Satisfaction Monitoring**:

- Work closely with the Account Manager Operator to ensure timely resolution of client concerns and proactively monitor customer satisfaction levels through feedback and key metrics.

**Renewals and Upsells**:

- Contribute to the renewal of subscriptions by demonstrating ongoing value to clients, identifying upsell opportunities, and collaborating with the sales team.
- Take proactive measures to maintain high levels of customer satisfaction and loyalty.

**Customer Advocacy**:

- Identify and nurture customer advocates who can provide testimonials, case studies, and referrals.
- Encourage positive customer engagement and feedback.

**Product Feedback and Improvement**:

- Gather customer feedback on product features, usability, and overall experience.
- Collaborate with the product development (tech team) to communicate insights and contribute to continuous improvement.

**REQUIREMENT (Your Qualifications Make You Shine)**
- Bachelor's Degree in the related field. Additional certifications are advantageous.
- 3-4 years experience in business and marketing or a related field. Proven experience in a Customer Success, Account Management, or similar role.
- Strong analytical and strategic thinking abilities
- Exceptional communication and interpersonal skills.
- Proactive mindset with a focus on customer centricity.
- Ability to work cross-functionally in a fast-paced environment within all departments in the organization.

**BENEFITS (Just For You)**
- Opportunities for professional development and growth.
- A dynamic and collaborative work environment.
- The chance to contribute to the growth and success of the company.
- Hybrid work model, allowing for flexibility in the workplace.
- KWSP, PERKESO & EIS Contribution.
- Competitive salary and annual performance bonus.
- Offer competitive annual leave entitlements and observe public holidays to allow employees to recharge.

**Salary**: RM3,200.00 - RM4,200.00 per month

**Benefits**:

- Flexible schedule
- Opportunities for promotion
- Professional development

Supplemental pay types:

- Commission pay
- Performance bonus

**Experience**:

- Customer support: 2 years (required)

Ability to Commute:

- Ipoh (required)

Ability to Relocate:

- Ipoh: Relocate before starting work (required)

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