Customer Success Specialist

**Customer Success Specialist Job Description**

The Customer Success team works closely with customers to understand their business objectives and coordinate with internal departments (Sales, Platform & software) to ensure that we are providing an amazing service experience along with a great product for our customers. As a Customer Success Executive, you will report to the Head of Customer Success and will support the adoption, retention, and growth of our customer base.
- Develops customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
- Ensures all customers are successfully using the product or service they’ve purchased from the company.
- Is often the first point of contact for customers and is available to answer any in-bound (non-functional) questions.

**Typical responsibilities**:

- Responsibilities vary depending on industry, company size and nature of business.
- Nonetheless, some common responsibilities are shared by most Customer Success Execs:

- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Along with the Head of Customer Success to own the overall relationship with our customer base, which includes initial onboarding, increasing adoption, ensuring retention, and ongoing satisfaction. Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
- Help customers maximize the value of the product
- High levels of quality customer engagement ensuring they reach success as soon as possible
- Along with the Head of Customer Success, you will help to identify and resolve challenges with product adoption encountered by our customers
- Monitor customer health through available metrics and assessment and carry out follow-up actions as necessary
- Identify opportunities for growth by relaying information back to the sales team
- Management of CRM and other platforms related to delivering customer success

Putting this role into perspective

EXAMPLE: A software company sells their SaaS (software as a service) product to other businesses. The company employs a Customer Success team, comprising Customer Success Execs and a Customer Success Manager, to maintain contact with their business customers.

Customer Success Execs have a direct effect on the bottom line of the company by ensuring all customers are making the most of the software and providing solutions to any problems they encounter. They reach out with news of software upgrades and new product features, providing any necessary training with the primary aim to optimise all customers’ experience of the software, therefore increasing overall customer retention and minimising costs for the business.

**Core skills and experience**:

- Thorough knowledge of (or eagerness to learn about) the company’s products and their capabilities.
- Technical aptitude and the ability to understand and explain complex concepts in simple terms.
- Great interpersonal and relationship-building skills.
- Customer service experience and a customer-centric attitude.
- Knowledge of other languages is helpful if the company works internationally.
- B2B sales experience is often beneficial if the role involves upselling.
- Analyze situations to define issues and draw conclusions.
- Excellent time-management skills with the discipline to handle multiple tasks and adapt quickly.

**Salary**: RM3,000.00 - RM6,000.00 per month

**Benefits**:

- Free parking
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

**Experience**:

- Customer Success: 2 years (required)