Customer Success Associate

2 weeks ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Carpe Diem Executive Sdn Bhd Full time

_**VERY URGENT**_

**Key Responsibilities**:
Execute programs to identify and nurture customer advocacy.
Leverage customer feedback and testimonials to drive business growth and brand loyalty.
Lead efforts to minimize churn and maximize customer retention and renewals.
Analyze and understand customer health metrics and implement proactive measures to address potential issues and mitigate risks.
Execute, iterate, and improve customer engagement using the T-12 customer journey playbook.
Foster long-term relationships and drive customer satisfaction.
Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing teams to develop campaigns that drive customer stickiness and revenue uplift.
Develop different approaches to drive ARPU uplift across Small-Medium-Large (S-M-L) customer segments.
Build and maintain executive relationships with customers.
Actively collaborate with customers, identifying their unique needs and challenges from both business and technical perspectives.
Map customer needs back to solutions offered by CTOS.
Communicate and visualize customer requirements, feedback, or potential solutions leveraging existing offerings to provide unique solutions with the product development team.
Track key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU, and CSAT.
Utilize Sales Performance Standard (SPS), SFDC, and dashboards for performance monitoring, management, and process improvement.

**Job Requirements**:
Minimum diploma or bachelor’s degree or equivalent qualification in any discipline.
At least 6 months of working experience in customer servicing, sales, and marketing.
Experience working with corporate and enterprise accounts with sales cycles is an advantage.
Experience of 3 - 5 years managing customer retention (will be required to manage customers that wanted to terminate our services and experience in B2B (SME industries preferable).
Excellent communication and presentation abilities in English and Bahasa Malaysia. Mandarin will be added advantage.
Strong analytical, negotiation, and problem-solving skills.
Commitment to customer satisfaction and a passion for driving customer success.
Exceptional communication, interpersonal, and relationship-building skills.
Ability to communicate complex concepts in a clear and understandable manner.
Excellent written and verbal communication skills.
Proficiency in MS Word, MS Excel, and PowerPoint.
Understanding of how to leverage technology, especially data and AI, to improve speed to execution, speed to market, and customer delight through a digital journey.
Self-motivated, proactive, and service-oriented.
Exceptional problem-solving skills.
Ability to work comfortably in a cross-functional setting and with senior business executives.
Ability to remain calm and composed under stress and uncertainty, inspiring the same in the team.

**Work arrangements**

Ideal working hours (8:30 am to 5:30 pm ); 80% Travelling to visit clients

**Job Types**: Full-time, Permanent

Pay: RM4,000.00 - RM5,500.00 per month

**Benefits**:

- Dental insurance
- Flexible schedule
- Health insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Application Question(s):

- Expected salary?
- Notice period?

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Customer support: 3 years (preferred)
- B2B: 3 years (preferred)
- Corporate or Enterprise accounts: 3 years (preferred)

**Language**:

- Mandarin (preferred)

Willingness to travel:

- 75% (preferred)

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