Customer Happiness Associate

4 days 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 family dedicated to creating meaningful and lasting connections with our customers. As a tight-knit team, we believe that our collective strengths are far greater than the sum of our individual talents. We value individuals who are self-starters, collaborative and passionate about scaling a fast-growing business. We love people who are proactive and are willing to go the extra mile to make our customers happy.

**Position Overview**:
As a Customer Happiness Associate at Food Market Hub, you will play a vital role in ensuring the success of our clients through strategic key account management. 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 and existing accounts. You are also expected to be able to effectively communicate and collaborate with cross functional teams to achieve the company's Customer Experience objectives.

**Key Responsibilities**:

- Key Account Management:

- Nurture and grow relationships with key accounts, serving as their trusted advisor and advocate within our organization.
- Understand customer goals, challenges, and pain points to proactively identify opportunities for product/service expansion and upselling.
- Collaborate with cross-functional teams to address customer needs, manage escalations, and ensure timely resolution of issues.
- Driving initiatives to improve the health-scores of all assigned key accounts to achieve a positive CSAT and system utilization score.
- Take ownership and accountability to own your accounts to be advocates for the company in order to build trust and credibility.
- Cross Team Collaboration and Execution:

- Collaborate with the Customer Experience team, Sales team and Product and Engineering team to develop and implement strategies that drive customer satisfaction, retention, and overall success.
- Collect customer feedback and insights to contribute to product/service improvements and enhancements.

**; Requirements: - Ideal requirements**:

- Bachelor's degree in business, marketing or a related field (preferred but not mandatory).
- Proven experience in customer success, account management, or related roles in a food service industry or related roles in a similar sector.
- Solid technical background with the ability to understand and explain complex technical concepts, preferably from a SaaS related experience.
- Excellent communication and interpersonal skills to engage effectively with customers and internal teams.
- Proven track record in managing key accounts, driving customers satisfaction, and achieving retention goals.
- Strong problem-solving skills, with the ability to think strategically and provide innovative solutions.
- Detail-oriented, organized, 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 organization. If you are passionate about customer satisfaction, technical expertise, and relationship building, we would love to speak more with you.

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