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    Customer Success Manager - Kuala Lumpur, Malaysia - Concentrix

    Concentrix
    Concentrix Kuala Lumpur, Malaysia

    Found in: Talent MY C2 - 1 day ago

    Default job background
    Full time
    Description

    Description

    As a Customer Success Manager, you will lead the charge in ensuring that customers maximize the value derived from their hiring solutions. This dynamic role requires proactive collaboration with the Global Services Organization, managing a team of Customer Success Specialists. You will be responsible for driving strategic initiatives, fostering client engagement, and elevating the overall success of our clients in embedding products into their talent acquisition strategy.
    • Provide strategic leadership and direction to the Customer Success Specialist team.
    • Drive initiatives that enhance customer success and promote long-term partnerships.
    • Foster strong relationships with new and existing customers, spanning various industries.
    • Oversee client onboarding, encouraging robust product utilization and engagement.
    • Lead efforts to drive implementation setup progress for net-new Hiring Enterprise Program (HEP) customers.
    • Manage and mentor a team of Customer Success Specialists, providing guidance and support.
    • Conduct regular training sessions to enhance team capabilities.
    • Leverage data analysis to identify trends and opportunities for client success and platform growth.
    • Develop and implement strategies to drive customer value and satisfaction.
    • Oversee the timely resolution of Sales-triggered customer support requests ("Calls to Action" or CTAs).
    • Maintain a deep understanding of LinkedIn products and ensure the team is well-versed in providing guidance on best practices.
    • Track client customer lifecycle milestones, including onboarding, license activation, and user engagement.
    • Set and achieve goals related to customer success metrics.
    • Ensure accurate and timely tracking of customer activity in systems of record (e.g., CRM system).
    • Provide regular reports to leadership on team performance and customer success metrics.
    • Oversee the triage of troubleshooting tickets.
    • Facilitate proactive outreach to customers with suboptimal performance, scheduling consultations for improvement through coaching on best practices.

    Location:

    MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan Kiara

    Language Requirements:

    English

    Time Type:

    Full time
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