Customer Success Manager - Kuala Lumpur, Malaysia - Snaphunt

Description

The Offer

• Exciting opportunity to join a team with a vision of enabling a world of trust
• Drive the regional expansion efforts of a strongly backed tech startup
• Work closely with industry leaders towards growing the business in Malaysia

The Job

You will be responsible for :

• Developing and maintaining strong relationships with our customers, acting as their main point of contact.
• Understanding our customers' goals and business objectives and providing solutions to help them achieve their desired outcomes.
• Collaborating with cross-functional teams, including sales, product, InfraOps, and engineering, to ensure customer needs are being addressed by driving internal communication and coordination on behalf of the client.
• Monitoring customer integrations to ensure client services are implemented promptly.
• Monitoring customer usage and identifying areas for improvement to help drive customer success.
• Providing training, if needed, to ensure they can effectively use our products and services.
• Identifying and resolving customer issues and escalating as necessary.
• Collecting customer feedback and using it to inform product development and improve the overall customer experience.
• Meeting regularly with customers to review their success and identify opportunities for improvement.
• Identifying upsell or cross-sell opportunities and collaborating with the sales team to close deals.
• Staying up-to-date with industry trends and competitors to ensure we are providing the best solutions to our customers.
• Mentoring team members, identifying and addressing skill gaps through training and development programs in the future.

The Profile

• You have a bachelor's degree in business administration, operations management, or a related field.
• You have at least 4 years of experience in Customer Success, Customer Operations, or a related role, ideally within FinTech / Cybersecurity / HRMS or similar large-scale enterprise technology products.
• You have proven experience in operations management, strategic planning, and leadership roles.
• You have strong analytical and problem-solving skills.
• You are an excellent thinker and decision-maker.
• You have exceptional communication and interpersonal skills.
• You have demonstrated ability to lead and motivate cross-functional teams.
• You can thrive in a fast-paced, dynamic environment.
• You are familiar with customer support software and tools.

The Employer

Our client was established in 2018 to provide identity verification, legally binding and verifiable digital signatures, and passwordless authentication for businesses and individuals. Our client provides legal assurance to ensure that people are who they claim to be and that these people continue to be trustworthy.