Customer Success Executive

8 hours ago

Kuala Lumpur, Malaysia Business Edge Personnel Services Full time

Hello there

We are currently doing a **MASS HIRING** for **Customer Success Executives** (_MANDARIN SPEAKERS ONLY_).

The Customer Success Executives will be responsible for:

- _Relationship Management_ - Execute programs to identify and nurture customer advocacy with all customer success managers, leverage on customer feedback and testimonial to drive business growth and brand loyalty.
- _Retention and Renewal_ - 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.
- _Customer Engagement _- Execute, iterate, and provide improvement in customer engagement using the T-12 customer journey playbook to foster long-term relationships and drive customer satisfaction. Proactively identify opportunities for upselling and cross-selling, collaborating with strategy and marketing team to develop campaign to drive customer stickiness and revenue-uplift. This will include different approaches to drive ARPU uplift with (Small-Medium-Large) S-M-L customer segment.
- _Customer management_ - Build and maintain executive relationship with customers, actively collaborate closely with customers, identifying their unique needs & challenges both from business and technical perspective, mapping them back to the solutions offered by Company. Communicate and visualize customers’ requirements/feedback or potential solution leveraging on existing offering to provide a unique solution to our customers, with product development team.
- _Performance Metrics _- Key performance indicators: Churn, Renewal Rate, Revenue Uplift, ARPU and CSAT.
- _Operational Efficiency_ - Leverage of Sales Performance Standard (SPS), SFDC and dashboard for performance monitoring, management, and process improvement.

Professional Experience
- Experience with _**face-to-face client meetings**_is required.
- Strong background in _**B2B interactions**_and _**working with SMEs**_ is required.
- Experience with _**cross-selling**_ _and _**upselling**_is required.
- Proficiency in _**Chinese/Mandarin **_**is a**_ **must have**_._
- _Banking industry / credit companies experience_ is a _plus. _
- Experience in working with corporate, enterprise accounts with sales cycles will be an advantage.
- Strong analytical, negotiation and problem-solving skills with excellent communication and presentation abilities.
- Commitment to customer satisfaction and passion for driving customer success.

Additional Requirements:
Willingness to travel occasionally for customer meetings and industry events. (Fixed Car Allowances provided)

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

Pay: From RM4,000.00 per month

**Benefits**:

- Additional leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- Commission pay

**Experience**:

- Customer Success: 2 years (required)
- Upselling: 2 years (required)
- Cross selling: 2 years (required)

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