Customer Service

Best Momentum Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Best Momentum Sdn Bhd is seeking a Customer Success professional to manage a portfolio of high-value B2B and B2C partners in Kuala Lumpur. You will ensure long-term satisfaction, drive platform adoption, and act as the bridge between client needs and internal product and technical teams.

Responsibilities include coordinating with partners on renewals, upselling features, monitoring metrics, and delivering promotional assets.

Qualifications

• Experience in customer success or account management is a plus.
• Strong communication and relationship-building skills.

Responsibilities

• Serve as the main point of contact for key accounts, ensuring consistent communication and high levels of service
• Conduct regular performance reviews and health checks to ensure objectives are met
• Identify risks to partnerships and develop mitigation strategies
• Analyze account data to identify upsell opportunities for features or services
• Collaborate with partners to optimize engagement and retention tools
• Negotiate terms for renewals and expansions to meet revenue targets
• Work with partners to launch marketing initiatives to boost end-user activity
• Coordinate with internal product teams to feedback market needs and prioritize features

Job description

The Customer Service is responsible for managing and nurturing relationships with a dedicated portfolio of high-value B2B or B2C partners. The primary focus is to ensure long-term partner satisfaction, drive platform adoption, and identify strategic growth opportunities. You will act as the bridge between the client's business needs and the company's internal product and technical teams.

Key responsibilities

Serve as the main point of contact for key accounts, ensuring consistent communication and high levels of service

Conduct regular performance reviews and business health checks to ensure partners are meeting their objectives using the platform

Proactively identify potential risks to the partnership and develop mitigation strategies to maintain long-term retention

Analyze account performance data to identify opportunities for upselling new features, modules, or services

Collaborate with partners to optimize their use of the platform's engagement and retention tools

Negotiate commercial terms for renewals and expansion projects to meet quarterly revenue targets

Work with partners to launch and monitor marketing initiatives and internal promotions aimed at increasing end-user activity

Facilitate the delivery of promotional assets and creative materials to ensure brand consistency across partner platforms

Coordinate with the internal product team to provide feedback on market needs and prioritize requested feature enhancements

Monitor and report on key performance metrics (active usage, volume, and revenue) across the assigned portfolio