Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
Review the customer journey, determine how ITs supported, and use a consultative approach to help clients overcome issues and achieve their goals
Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
Work with sales and marketing teams to boost customer referrals and develop case studies
Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
Maintain existing customer-success metrics and data as directed
Job Requirements
Bachelors degree or equivalent
At least 3-5 years of experience in communications, marketing, sales, account management, or customer success
Required language(s): English and Bahasa Malaysia.
Ability to speak Mandarin to handle Mandarin speaking client will be an advantage.
Strong skills in verbal and written communications, strategic planning, and project management
Analytical and process-oriented mindset
Ability to work effectively across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Knowledge of Salesforce and project management tools
