Customer Success Executive

2 days ago

Bangi, Malaysia Authentic Venture Sdn Bhd Full time

,**JOB TITLE**: CUSTOMER SUCCESS EXECUTIVE (TRAINING & IMPLEMENTATION)

**POSITION OVERVIEW**:
**KEY RESPONSIBILITIES**:
**Training & Education**
- Conduct engaging product training sessions (in-person or online) for new and existing users
- Tailor training based on customer roles (e.g. HR, finance, operations, sales, etc.) and system modules
- Create and maintain training materials, including user guides, tutorials, videos, workbooks and walkthroughs
- Support internal staff training when required

**Onboarding & Implementation**
- Manage the end-to-end onboarding process: kickoff, setup, configuration, UAT, and go-live
- Assist clients with data migration and system configuration, ensuring timely implementation
- Coordinate with technical and support teams to resolve issues and ensure a seamless experience
- Track client milestones and ensure adoption targets are met

**Customer Relationship Management**
- Be the main point of contact during onboarding, ensuring customer satisfaction and engagement
- Build trust and rapport with clients by providing clear, timely communication and hands-on support
- Collect feedback and share insights with internal teams for continuous improvement
- Recommend best practices for clients to maximize product value

**Reporting & Continuous Improvement**
- Maintain accurate onboarding and training records in the CRM or project tracking system
- Measure training effectiveness through post-session feedback and learning assessments
- Proactively identify and close knowledge or adoption gaps
- Collaborate with the product, project, software development and customer support teams to enhance user experience

**EDUCATION, CERTIFICATION AND EXPERIENCE**:
**Education Background**

Completed a diploma or degree in IT, Business, Education, or related fields.

**Years of Experience**

Fresh graduates.

**SKILLS/COMPETENCIES**:

- Proven experience as a Trainer, Training Facilitator, or similar role
- Excellent communication, presentation, and public speaking skills
- Strong understanding of instructional design and adult learning principles
- Familiarity with e-learning platforms and virtual training tools is a plus
- Ability to assess training needs and evaluate training outcomes
- Fast learner with the ability to adapt to new systems and updates
- Familiarity with cloud-based enterprise management systems, ERP, HRMS or accounting software/tools is an advantage.
- Able to simplify complex concepts for clients of different backgrounds
- Willingness to travel and conduct on-site training sessions.
- Strong problem-solving skills.
- Good time management and organizational ability.
- Passionate about teaching, technology and client success.

**KEY PERFORMANCE INDICATORS**:

- Post-Training Assessment Scores and Participant Satisfaction Scores
- System Implementation success rate within the designated timeframe
- Training Program Quality including training materials
- Reduction in support tickets and errors
- Client retention and engagement metrics post-training

**Job Type**: Contract
Contract length: 12 months

Pay: RM2,000.00 - RM2,500.00 per month

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