Customer Success Executive

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Info Tech Systems Integrators (M) Sdn Bhd Full time 40,000 - 60,000 per year

Main Responsibilities:

  • Conduct proactive outreach and check-ins based on usage data to drive platform adoption and ensure customer success.
  • Monitor customer usage and engagement metrics to identify at-risk accounts and implement targeted retention strategies.
  • Take ownership of customer escalations and coordinate with internal teams (Support & Developers) to ensure timely and effective issue resolution.
  • Collect, analyse, and translate customer feedback into actionable insights to enhance products and services.

Qualifications:

  • 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.
  • Data Analysis: Excellent Proficient in Excel/Google Sheets (VLOOKUP, Pivot Tables, data cleaning) for quick customer insights.
  • Problem Solving: Demonstrated ability to quickly analyse complex technical or business problems and formulate creative, accountable solutions.

Package:

· Basic Salary

· Meal Allowance

· Annual Leave

· Medical Leave

· Medical Benefit and Personal Insurance

· Accessible to Public Transport (KL Sentral Station)

· Working Hours: 9:00 AM to 6:00 PM (Monday – Friday)

· Off Days: Saturday & Sunday

Job Type: Full-time

Pay: RM3, RM4,000.00 per month

Benefits:

  • Meal allowance
  • Opportunities for promotion
  • Professional development

Work Location: In person

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