Customer Success Champion
4 days ago
This role is focused on driving customer success and growth by serving as a key point of contact for inquiries and issues.
Key Responsibilities- Customer Support: Provide timely and effective solutions to customer inquiries and issues, collaborating with the support team to resolve technical problems when necessary.
- Journey Improvement: Continuously evaluate and enhance the customer journey by identifying touchpoints that can be optimized, ensuring positive and seamless interactions with Hextech Vision Sdn Bhd.
- Feedback Loop: Establish a constant feedback loop with customers to understand areas for improvement, gaining insights on process or product enhancement opportunities.
- Key Metrics: Track and report on customer success and experience metrics, such as customer satisfaction (NPS/CSAT), retention rates, product usage, and churn rate, to identify trends and areas for improvement.
- Upselling and Cross-selling: Identify opportunities for upselling or cross-selling additional Hextech Vision Sdn Bhd products or services that align with customer needs.
- Collaboration: Collaborate with Marketing, Operations, and Partnership Departments to develop and execute account growth strategies.
- Education: Diploma or Degree in Business, Finance, Marketing, Communications, or a related field.
- Experience: Experience in customer success, account management, or a similar role in the fintech or financial services industry.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse customer groups.
- Problem-Solving: Strong problem-solving abilities and a proactive approach to customer issues.
- Empathy: High level of empathy and a customer-centric mindset.
- Teamwork: Ability to work independently and as part of a team.
- Organization: Detail-oriented and highly organized, with excellent time management skills.
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