Customer Success Executive

2 days ago

Subang Jaya Selangor, Malaysia Hitachi Sunway Information Systems Sdn Bhd Full time 60,000 - 120,000 per year
  • Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption, ensuring retention, and enabling product subscription renewals.
  • Work with clients to build customer success plans, establishing critical goals to aid the customer in achieving their objectives
  • Measure and monitor customers' achievement of critical and key performance indicators, reporting both internally to the account team and externally to customer sponsors and executives
  • Establish regular cadence (weekly/monthly/quarterly) with each assigned client to review program status
  • Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services
  • Work cross-functionally with the account team to find opportunities for new usage of company products
  • Work to identify and/or develop upsell and cross-sell opportunities
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns
  • Assist and provide expert deployment and operational standard methodologies
  • Assist in workshops to help demonstrate to customers the full value of HSS solutions and lead periodic partner meetings
  • Provide insight with respect to the availability and applicability of new products and features
  • Support the professional services team with scoping and selling follow-on and new service opportunities
  • Support the education services team in identifying and recommending staff training opportunities
  • Identify, in cooperation with the account team, the key success criteria for deployment and drive customer happiness
  • Act as the liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps
  • Maintain current functional and technical knowledge of the platform and future products

Requirements:

  • 2-3 years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions.
  • Since this role is essential to customer success initiative, you will have a rich history of growing customer happiness, adoption, and retention
  • Confirmed ability to drive continuous product value
  • Experience developing product use cases with customers
  • Ability to be a strong teammate, while still being a self-starter
  • Since this role is in bound, you will possess exceptional verbal, written, social, presentation, and interpersonal skills
  • Thrives in a multitasking environment and can adjust priorities on the fly
  • Has the ability to focus on details and be analytical
  • Good technical and problem-solving skills, coupled with the ability to provide quick resolutions to problems
  • Prior experience conducting workshops for customers and discussing the pros/cons of implementing various technologies and the business value
  • Experience navigating and steering customer engagements to completion with a high level of customer satisfaction
  • Willingness to travel sometimes to customer location for meetings

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