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Customer Success Executive, Onboarding/app Support

2 weeks ago

Petaling Jaya, Malaysia Food Market Hub Full time

Our Customer Experience team is more than just a group of individuals - we are a close-knit team dedicated to creating meaningful and lasting connections with our customers. We believe
that our collective strengths are far greater than the sum of our individual talents. Are you a self-starter, collaborative and passionate about scaling a fast-growing business?

**Position Overview**:
As a Customer Success Executive at Food Market Hub, you will play a vital role in ensuring the success of our clients through seamless onboarding, effective training and successful mapping of our customers onboarding journey. Your mission will be to cultivate long-term partnerships, drive product adoption, and exceed customer expectations. You will be primarily focusing on the management of the customer journey for new customers and assisting with training our existing customers whenever necessary.

**Key Responsibilities**:
**Onboarding**:

- Lead the onboarding process for new customers, ensuring a smooth and successful transition from the initial implementation phase to achieve first value and full product adoption.
- Develop and execute customised onboarding plans based on the unique needs and objectives of each client.
- Conduct training sessions to empower customers with the knowledge and skills to be able to fully utilise our system.
- Educating our customers on our system's best practices to achieve our customers objectives in the shortest time possible.

**Cross-team Collaboration & Support**:

- Collaborate with the Customer Success team to execute strategies that drive customer satisfaction, retention, and overall success.
- Collect customer feedback and insights to contribute to product/service improvements and enhancements.
- Be able to filter feature requests accordingly and be able to communicate customers requirements accurately based on feedback received.

Work with our Account Managers to drive full product adoption to achieve optimal CSAT and utilisation scores.

**Job Requirements**

**Requirements**:

- Mandarin speaker
- Bachelor's degree in business, marketing or a related field is preferred.
- At least 1-2 year experience in customer success, account management, or related roles in a food service industry or related roles in a similar sector.
- Excellent communication and interpersonal skills to engage effectively with customers and internal teams.
- Ability to provide front end support clients through phone calls/web live chat.
- Strong problem-solving skills, with the ability to think strategically and provide innovative solutions.
- Detail-oriented, organised, and capable of managing multiple customer accounts simultaneously.
- Tech savvy and possess the ability to quickly learn new software tools.

Join our team at Food Market Hub and become a driving force behind our customers' success while contributing to the growth of our dynamic organisation. If you are passionate about
customer satisfaction, technical expertise, and relationship building, we would love to speak more with you.

Pay: RM3,000.00 - RM4,500.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- How long is your notice period?
- Kindly share your current pay
- What will be your salary expectation?

**Experience**:

- Customer support: 1 year (preferred)
- Customer onboarding: 1 year (preferred)

**Language**:

- Mandarin (required)