Assistant Manager, Customer Success

Teleport; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading logistics company in Kuala Lumpur is seeking an experienced Key Account Manager to enhance customer retention and improve operational offerings. The ideal candidate will have at least 5 years of experience in Key Account Management and a strong background in logistics or e-commerce. Responsibilities include driving customer journey, managing communications, and collaborating across teams. This role requires excellent stakeholder management and critical thinking skills.

Qualifications

• 5 or more years of work experience in Key Account Management, Operations.
• Previous experience in logistics/e-commerce is beneficial.

Responsibilities

• Develop understanding of product and operational offerings.
• Provide a positive customer journey from onboarding to trials.
• Manage high-quality messaging and content for customers.
• Understand internal systems for developing automation.
• Act as customer advocate for feedback to improve experience.
• Assist Manager in developing improvement plans.

Skills

Strong stakeholder management

Excellent communication

Critical thinking

Collaboration with cross-functional teams

Excel expertise

Education

Undergraduate degree

Job description

About Us

We’ve got modern day solutions for all your modern day delivery woes.

In a world that’s constantly on the move, we know how important it is to keep things moving.We’re on a mission to enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Asia Pacific and beyond.

Logistics should be easy, quick and seamless at great rates. And we believe this standard should be the norm, not the exception as we strive to be the best logistics company in Asia Pacific. Currently, we’ve made our presence felt in Malaysia, Thailand, Indonesia, Philippines, India, Singapore and China. Our deep integration with Airasia’s network and infrastructure puts us in a unique position to achieve what sounds impossible, and we need you to bring this to a reality.

A Day in a Life

As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities.

The role will involve driving customer retention, analyzing performance metrics, and assisting with strategic initiatives.

Responsibilities

• Develop a deep understanding of our product and operational offerings; including the end-to-end operations of key accounts managed by the team.
• Proactively provide a positive customer journey - from onboarding to trials, including being able to provide solutions in solving customers’ challenges by demonstrating high collaboration efforts with both internal and external stakeholders.
• Manage and ensure high quality of messaging and content issued to customers, including but not limited to SLA reports, Monthly Business Reviews, meeting recaps, incident reports and others.
• Understand internal systems and processes for the development of automation to capture data for daily consumption and analysis, and reduction of manual works.
• Act as the customer advocate, providing constant feedback with internal teams to improve the customer experience and product offerings, including the safeguarding of performance and end-to-end movement of deliveries.
• Assist the Manager to develop plans and initiatives that drive improvements across all stages of the post-sales customer lifecycle from onboarding to retention.

Skills

These are minimum-requirement skills and a ‘must-have’ for the role:

• Strong stakeholder management
• Excellent communication, interpersonal and conflict resolution skills
• Critical thinking to move with intent and urgency
• Proven ability to collaborate internally with cross-functional teams
• Able to manage multiple priorities and operate successfully in a lean and fast-paced organization
• Results and performance driven, preferring data to drive your everyday decisions
• Excel expertise

Qualifications & Experience

• At least an undergraduate degree, any discipline; advanced degree a plus
• 5 or more years of work experience in Key Account Management, Operations
• Previous experience in customer / key account management in the logistics / e-commerce industry is beneficial.