Customer Success Executive

ViewQwest; Kuala Lumpur; On-site; MYR 42,000 - 72,000; Full time

Job summary

ViewQwest in Malaysia seeks a proactive Client Success Executive to manage client relationships and ensure high satisfaction. You will be the primary contact for clients, coordinating with Sales, Service Delivery, and Support to ensure timely delivery and effective issue resolution.

Ideal candidates have a diploma or degree and experience in account management or client success within telecoms or ISPs. Strong communication, organization, and CRM proficiency are essential for driving retention

Qualifications

• Diploma or degree in business, IT, or related field.
• Experience in account management or client success is a plus.
• Strong communication, interpersonal and problem-solving skills.
• Ability to manage multiple accounts and prioritize tasks.

Responsibilities

• Build and maintain relationships with existing clients.
• Coordinate with internal teams for service delivery and renewals.
• Assess client satisfaction and reduce churn.
• Monitor tickets and SLA performance; ensure timely updates.
• Identify recurring issues and suggest improvements.
• Prepare client status reports and maintain account records.

Skills

Client relationships

Account management

Communication

CRM systems

Problem solving

Multitasking

Education

Bachelor's degree or Diploma

Tools

MS Office

CRM software

Job description

We are seeking a proactive and client-oriented Client Success Executive to manage client relationships, ensure client satisfaction, and support client retention. The successful candidate will act as the primary point of contact for clients, coordinating with internal teams to ensure timely service delivery, effective issue resolution, and a positive client experience.

Key Responsibilities

• Client Relationship and Account Management: Build and maintain strong relationships with existing clients, acting as the primary point of contact for managing inquiries, service requests, and account matters while maintaining accurate records, coordinating contract renewals, and identifying opportunities for upgrades and additional solutions.
• Client Satisfaction, Retention, and Contract Support: Proactively assess client satisfaction, address concerns, and coordinate with relevant departments on service agreements and contract matters to reduce churn and strengthen long-term loyalty.
• Cross-Department Coordination: Collaborate with internal department including Sales Operation, Service Delivery, Technical Support, & Finance to coordinate installations, upgrades, and service changes, ensuring seamless delivery and timely resolution of client concerns.
• Issue, Escalation, and SLA Management: Monitor client complaints, network outages, and technical support tickets; track service performance against agreed SLAs; and ensure timely follow-up, escalation, resolution, and client updates on incidents and corrective actions.
• Continuous Service Improvement: Identify recurring client issues, analyse feedback, and recommend improvements to service quality, operational efficiency, and overall client experience.
• Reporting and Documentation: Prepare regular client status reports, track outstanding issues, maintain account documentation, and report client feedback to management.

Requirements

• Diploma or degree in Business Administration, IT, or a related field.
• Experience in account management, client success, or the telecommunications or ISPs industry is an advantage.
• Strong communication, interpersonal, problem-solving, and coordination skills.
• Ability to manage multiple client accounts and prioritize tasks effectively.
• Client-focused mindset with strong follow-up and organizational skills.
• Proficiency in Microsoft Office and CRM systems.