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  • Specialist, Customer Success - Kuala Lumpur - Minacs

    Minacs
    Minacs Kuala Lumpur

    3 weeks ago

    Description

    Customer Success Specialist (English Speaker)

    Cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement.

    This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.

    Key Responsibilities

    • Guide customers through targeted milestones immediately after product purchase to establish optimal usage behaviors and accelerate the customer's time to value.
    • Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction.
    • Conduct regular health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment.
    • Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage.
    • Capture customers' product expectations, experiences, satisfaction, and abandonment propensity via qualitative feedback and quantitative measurement.
    • Manage the full revenue lifecycle of the customer, including owning and facilitating a renewal event and executing against a quota.
    • Utilize data analytics to identify and develop customer 'success plans' to help customers obtain their business goals.
    • Effectively collaborate and build relationships with cross-functional teams to drive continuous teamwork and achieve a superior customer experience.

    Requirements

    • Local Malaysian
    • Graduates with a Degree, minimum 3 years of relevant working experience preferred.
    • Minimum of 3 years of experience in Customer Success, Sales, or strategic customer management, ideally within the Tech Industry.
    • Excellent phone presence and experience of high volume calling.
    • Consistent track record of success with a passion for exceptional service.
    • Excellent knowledge of MS Office programs.

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