Client Success Executive

EPS Consultants; Kuala Lumpur; Hybrid; MYR 60,000 - 80,000; Full time

Job summary

A leading consultancy firm in Kuala Lumpur is seeking a Client Success Executive. This role focuses on managing client relationships, ensuring satisfaction, and maximizing adoption of products. You will collaborate with various teams to provide exceptional service, analyze success metrics, and identify growth opportunities. The ideal candidate has 2-4 years of experience in client success, with strong communication skills and a proactive attitude. Benefits include a hybrid work model, health insurance, and performance bonuses.

Benefits

Hybrid working model

Health insurance

Professional development opportunities

Performance bonus

Qualifications

• 2-4 years of experience in client success within SAAS, HRMS, IT, or technology companies.

Responsibilities

• Support the overall relationship with a portfolio of clients, ensuring high customer satisfaction.
• Liaise with internal stakeholders to enhance client delivery experience.
• Communicate effectively with management to understand customer needs.
• Maintain success metrics and optimize internal processes.
• Prepare client reports and internal management reviews.
• Recommend initiatives for increasing customer lifetime value.
• Prepare activation collaterals for smooth client onboarding.
• Support marketing activities like coordinating events.

Skills

Clear communication skills

Proactive attitude

Team player

Creativity and problem-solving skills

Interest in technology and innovation

Resourceful and determined mindset

Job description

As a Client Success Executive,

You will be responsible for the retention, adoption, and expansion of our products & services with an assigned base of customers. Your main goal will be to act as a bridge between the clients & internal cross-functional teams, ensuring a high-quality experience for our clients, resulting in their satisfaction.

Your responsibilities will include,

• Supporting the overall relationship with a portfolio of clients, including onboarding, implementation, client retention, and maintaining high levels of customer satisfaction.

• Liaising with internal stakeholders – Sales, Partnerships, Operations, and Development teams – to ensure an exceptional client delivery experience.

• Communicating effectively with internal and external senior management to understand customer needs, maximize retention and growth, and share learnings.

• Maintaining existing customer success metrics and data, and looking for ways to optimize internal processes.

• Analyzing and preparing reports for client reporting and internal management reviews.

• Recommending initiatives to increase customer lifetime value, including identifying and suggesting upsell or cross-sell opportunities.

• Preparing activation collaterals such as user guides and eDMs for smooth client onboarding.

• Supporting marketing activities, such as coordinating events, when required.

Skills that will enable you to excel in this role include,

• Clear communication skills, both written and verbal, with the ability to explain concepts over phone, email, chat, or in person.

• A proactive, 'can-do' attitude, with ownership of tasks and clients.

• Being a team player, understanding that your work impacts the entire team.

• Creativity and problem-solving skills, with a love for learning and adapting to new challenges.

• An interest in technology and innovation, and the ability to thrive in a startup culture.

• A hustler mindset: resourceful, determined, and results-oriented.

Minimum experience required: 2-4 years in client success within SAAS, HRMS, IT, or technology companies.

Additional benefits include:

• Hybrid working model
• Health insurance
• Professional development opportunities
• Performance bonus