Customer Success Advocate

2 weeks ago

Petaling Jaya, Selangor, Malaysia iDynamics Software Sdn Bhd Full time 120,000 - 180,000 per year

Description:

  • Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
  • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
  • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
  • Maintain existing customer-success metrics and data as directed

Responsibilities

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
  • Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
  • Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
  • Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
  • Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
  • Work with sales and marketing teams to boost customer referrals and develop case studies

Requirements

  • Bachelor's degree or equivalent
  • At least 3-5 years of experience in communications, marketing, sales, account management, or customer success
  • Strong skills in verbal and written communications, strategic planning, and project management
  • Analytical and process-oriented mindset
  • Ability to work effectively across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • Knowledge of Salesforce and project management tools
  • Experience in event planning
  • Required language(s): English and Bahasa Malaysia.
  • Ability to speak Mandarin to handle Mandarin speaking client will be an advantage.

Skills

  • Creative Problem-Solving
  • Persuasive Communication
  • Positive Behavior Support
  • Proactivity
  • Brand Loyalty

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