Customer Success Executive

2 days ago

Bayan Lepas, Malaysia Niagawan Plus Sdn Bhd Full time

Are you a people person with a passion for technology and a knack for numbers? Our innovative SaaS accounting software company is looking for an energetic and driven Customer Success Executive to join our dynamic team. We’re dedicated to helping small and medium-sized enterprises (SMEs) streamline their accounting processes, and we need your expertise to ensure our users get the most out of our subscription-based software. **Key Responsibilities**: **User Onboarding**: Seamlessly integrate new users, aiming for activation rate. Your mission is to ensure that customers don't just sign up, but fully engage with our tools to help their businesses thrive. **Personalized Outreach**: Connect with new users via WhatsApp or phone calls to encourage exploration of our software’s features. Your personal touch can turn a user’s initial curiosity into long-term loyalty. **Activation Follow-up**: Guide new users through the "activation" phase, ensuring they complete initial steps in using our software. Your support is the cornerstone of their success. **Training and Education**: Conduct engaging online training sessions, creating a community of well-informed users who feel confident navigating our software daily. **Re-engagement Strategies**: Proactively follow up with inactive or dormant users, uncover their challenges, and reignite their enthusiasm for our software solutions. **Feedback Analysis**: Play a pivotal role in improving our product by documenting reasons for customer churn and providing actionable insights to management. **Usage Metrics**: Focus relentlessly on achieving and maintaining targeted weekly active user rate, driving consistent engagement, and ensuring our customers are gaining continuous value from our software. **What We’re Looking For**: - Education: Diploma and above in accounting, or a related field. - Good communication and interpersonal skills. - Proven track record in customer service, success, or support, preferably within the related industry. - Ability to understand and explain complex systems clearly and concisely. - Experience conducting online training sessions and creating educational content. - Analytical skills to monitor usage patterns and implement strategies to increase engagement. - A proactive and empathetic approach to customer interaction. - A team player with a positive attitude and the ability to work independently. **Why Join Us?** - You’ll be at the forefront of SME innovation, making a tangible difference in the success of our customers. - Work within a supportive, collaborative environment with a culture that values work-life balance. - Competitive salary, health benefits, and opportunities for professional growth. Pay: From RM2,500.00 per month **Benefits**: - Maternity leave - Opportunities for promotion - Parental leave - Professional development Schedule: - Day shift - Monday to Friday Supplemental pay types: - Commission pay - Performance bonus **Experience**: - Accounting: 1 year (preferred)

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