Job title: Customer Success Specialist
Status :Full- time
Mode of work: OnsiteOpen to: Local Malaysians
Responsibilities - Build and maintain strong relationships with key clients in the financial industry, serving as their trusted advisor and advocate within our organization.
- Conduct thorough assessments of clients financial goals, challenges, and objectives, and provide personalized recommendations and solutions to meet their needs.
- Develop strategic account plans for key clients, outlining objectives, action plans, and success metrics to drive mutual growth and success.
- Drive adoption of our financial products or services among clients, ensuring they derive maximum value and achieve their desired outcomes, leading to high retention rate.
- Identify opportunities for cross-selling and upselling additional products or services to existing clients based on their evolving needs and objectives.
- Keep clients informed of industry trends, product updates, and best practices through regular communications, meetings, and workshops.
- Address and resolve any client issues or concerns in a timely and effective manner, collaborating with internal teams to ensure swift resolution.
- Act as a strong advocate for clients within our organization, representing their interests and feedback to relevant stakeholders to drive product enhancements and improvements.
- Monitor key performance indicators (KPIs) related to customer satisfaction, adoption, retention, and revenue growth, and take proactive measures to achieve targets.
- Continuously evaluate and optimize the customer success process, including refining workflows, enhancing training materials, and implementing best practices to drive superior outcomes.
Qualifications - Bachelor's degree in finance, business administration, or a related field.
- Proven track record of success in a customer-facing role within the financial industry, such as account management, customer success, or sales.
- Strong understanding of financial products, services, and industry trends, with the ability to articulate complex concepts in a clear and concise manner.
- Excellent communication, presentation, and negotiation skills, with the ability to influence and build rapport with key stakeholders.
- Strategic thinker with the ability to develop and execute account plans to drive mutual growth and success.
- Results-oriented mindset with a focus on exceeding customer expectations and achieving business objectives.
- Proficiency in CRM software and Microsoft Office Suite.
- Relevant certifications (e.g., Certified Customer Success Executive) a plus
