Customer Success Executive

ISI Markets; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

ISI Markets is seeking a proactive Customer Success professional to manage key client relationships in Kuala Lumpur. You will onboard clients, drive ongoing engagement, and translate customer strategies into valuable outcomes.

The role emphasizes advocacy for customer needs and rapid issue resolution to protect retention. You will leverage CRM and data analytics tools, collaborate with product and research teams, and seek upsell opportunities through structured success plans.

Qualifications

• Customer-centric approach with empathy and strong communication.
• Experience in financial services or client-facing roles is preferred.
• Analytical, process-oriented thinker with retention focus.

Responsibilities

• Build trusted relationships with customers and help retain and grow their business.
• Onboard clients smoothly and maintain proactive regular interaction.
• Understand clients' strategies to make engagements highly valuable.
• Advocate for customer needs as the voice of the client.
• Resolve issues quickly to minimize escalations.
• Identify new champions and opportunities within accounts.
• Coordinate with internal teams to fit ISI Market’s offering to client workflows.
• Support upsells and price increases through shared success plans.
• Navigate and demo the UI confidently with deep product knowledge.
• Conduct proactive outreach and report trends to stakeholders.
• Ensure training materials enable clients to use our data effectively.
• Monitor product usage and deliver health-check assessments to Account Managers.
• Gather market feedback to shape product roadmap.

Skills

Thai language

Bahasa Indonesia

CRM software

data analytics tools

communication skills

customer success mindset

Education

Economics/Business studies background

Tools

CRM software

Analytics tools

Job description

• Build trusted relationships with customers and help retain and grow their business
• Ensure the smooth onboarding of clients and demonstrate an organized approach to regular proactive customer interaction
• Leverage your understanding of customers’ business strategies, goals, and key initiatives to make every client engagement highly valuable
• Advocate within the ISI Markets business to address the highest priority customer needs, being the true voice of the customer
• Help ensure quick resolutions to client issues to minimize escalations
• Help identify and develop new champion users within existing subscribers and new opportunities within the selected accounts
• Work closely with internal resources to coordinate more bespoke client support and ensure a good fit of ISI Market’s offering into the customer persona and their workflow
• Facilitate and maximize upsells and price increases by following jointly created success plans for selected Accounts
• Be able to comfortably navigate and demo the UI, have a deep knowledge of our data and offerings, and work to soft-sell products through client engagement
• Conduct proactive, scalable customer outreach to identify trends in customer usage and requirements. Reporting findings to internal stakeholders
• Help ensure all customer facing training and information documents are of the required standard to facilitate the employment of our data into client workflows
• Monitor usage of our products and provide monthly/quarterly health-check assessments on selected accounts to the Account Managers
• Gather market feedback and collaborate with product and research teams to help shape future enhancements and the product roadmap

Key Responsibilities

• Build trusted relationships with customers and help retain and grow their business
• Ensure the smooth onboarding of clients and demonstrate an organized approach to regular proactive customer interaction
• Leverage your understanding of customers’ business strategies, goals, and key initiatives to make every client engagement highly valuable
• Advocate within the ISI Markets business to address the highest priority customer needs, being the true voice of the customer
• Help ensure quick resolutions to client issues to minimize escalations
• Help identify and develop new champion users within existing subscribers and new opportunities within the selected accounts
• Work closely with internal resources to coordinate more bespoke client support and ensure a good fit of ISI Market’s offering into the customer persona and their workflow
• Facilitate and maximize upsells and price increases by following jointly created success plans for selected Accounts
• Be able to comfortably navigate and demo the UI, have a deep knowledge of our data and offerings, and work to soft-sell products through client engagement
• Conduct proactive, scalable customer outreach to identify trends in customer usage and requirements. Reporting findings to internal stakeholders
• Help ensure all customer facing training and information documents are of the required standard to facilitate the employment of our data into client workflows
• Monitor usage of our products and provide monthly/quarterly health-check assessments on selected accounts to the Account Managers
• Gather market feedback and collaborate with product and research teams to help shape future enhancements and the product roadmap

Required Knowledge, Skills And Experience

• Ability to communicate effectively in Thai and Bahasa Indonesia (both oral and written) will be considered as an advantage.
• Client centric and empathetic
• Excellent communication and presentation skills
• Organized, literate and passionate about clients
• Direct financial services client-facing experience/economic studies background
• An analytical and process-oriented mindset
• Proficiency with CRM software and data analytics tools.
• Understand pre and post sales principles and processes
• Strategic thinker with a focus on achieving customer satisfaction and long-term retention.