Customer Success Executive

ISI; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

ISI in Kuala Lumpur is seeking a customer success professional to build trusted relationships, help retain and grow client business, and coordinate smooth onboarding.

You will leverage knowledge of clients’ business strategies, pursue upsells, coordinate with internal teams, and deliver proactive, scalable support to ensure high customer satisfaction and long-term retention.

Qualifications

• Ability to communicate effectively in Thai and Bahasa Indonesia (oral and written) is advantageous.
• Client-centric and empathetic approach to service delivery.
• Excellent communication and presentation skills.
• Organized, literate and passionate about clients.
• Direct financial services client-facing experience or economic studies background.
• Analytical and process-oriented mindset.
• Proficiency with CRM software and data analytics tools.
• Understand pre and post sales principles and processes.
• Strategic thinker focused on customer satisfaction and retention.

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 understanding of customers’ business strategies, goals, and key initiatives to make client engagements highly valuable.
• Advocate within the ISI Markets business to address the highest priority customer needs and be the voice of the customer.
• Help ensure quick resolutions to client issues to minimize escalations.
• Identify and develop new champion users within existing subscribers and new opportunities within selected accounts.
• Coordinate bespoke client support with internal resources to fit ISI Market’s offering to the customer workflow.
• Facilitate and maximize upsells and price increases by following success plans for selected accounts.
• Navigate and demo the UI with deep knowledge of data and offerings, and softly sell products through client engagement.
• Conduct proactive, scalable customer outreach to identify trends and report findings to internal stakeholders.
• Ensure customer-facing training and information documents meet required standards for integrating data into workflows.
• Monitor usage and provide monthly/quarterly health-check assessments on selected accounts to Account Managers.
• Gather market feedback and collaborate with product and research teams to shape future enhancements and the product roadmap.

Skills

Thai/Bahasa proficiency

Client-centric

Communication skills

Organized

Financial services experience

Analytical mindset

CRM software

Pre/post sales

Strategic thinking

Education

Economics studies background

Tools

CRM software

Data analytics tools

Job description

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.