Customer Success

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Info-Tech Systems Ltd. Full time

Job Description

  • Proactively reach out to customers at important milestones and monitor their usage to help them get the most out of our platform.
  • Review customer data (usage, feature adoption, support tickets) to spot early signs of risks and quickly activate a plan to retain and support the customer.
  • Handle customer complaints and operational issues, working closely with Support and Developers to ensure timely resolution.
  • Gather and organize customer feedback—including insights from churn or win-back calls—and turn it into meaningful suggestions for product and service improvements.
  • Help create and maintain training materials, user guides, and best-practice documents to ensure customers have everything they need to succeed.
  • Perform other tasks assigned by Management as needed.

Job Requirements

  • Candidate must possess at least a Diploma or Degree in any related field
  • Minimum 2 years of proven experience in a Customer Success, Customer Experience, or Account Management role, preferably in a SaaS environment
  • Fluency (verbal and written) in both Cantonese & English to effectively support our Hong Kong market.
  • Exceptional empathy and communication skills, with a focus on maintaining composure and a solution-oriented approach during high-pressure escalations.
  • Strong proficiency in using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and data cleansing) to quickly analyse customer health and usage patterns.
  • Strong critical thinking and problem-solving skills.
  • Able to remain calm & collected under pressure.
  • Fast learner and is able to adapt to steep learning curve.
  • Applicants must be willing to work in Q Sentral

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