Customer Success Manager

Exely; Johor Bahru; On-site; MYR 30,000 - 60,000; Full time

Job summary

An innovative global IT company is seeking a Customer Success Manager to enhance revenue for hotel clients in Johor Bahru. This role involves direct client interaction, evaluating performance, and collaborating with internal teams to resolve issues. You will advocate for clients' interests and participate in local marketing events. Join a dynamic team that values relationship-building and proactive problem-solving, while enjoying the flexibility of a full-time remote job with comprehensive support and benefits. This is a fantastic opportunity to grow your career in a thriving industry.

Benefits

Competitive salary based on experience

Commission based on KPIs

Work equipment provided

Health insurance after probation

Dedicated onboarding support

Support for business trips

Participation in English Speaking Club

Access to camps and workshops

Networking opportunities

Qualifications

• 1+ years in Account Management or Customer Success in relevant fields.
• Strong communication skills in Bahasa Malaysia and English.

Responsibilities

• Be the primary contact for local clients, addressing queries promptly.
• Evaluate client performance and identify improvement opportunities.

Skills

Account Management

Sales

Customer Success

Communication Skills

Analytical Skills

Relationship Building

Education

Bachelor's Degree

Tools

CRM Software

Excel

Power BI

Zendesk

Jira

Job description

Exely is a global IT company specializing in online solutions and websites for the hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 5000 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in the APAC and EMEA regions and speaks 35+ languages, providing an excellent opportunity for global exchange of experience.

Our team is rapidly growing in the APAC region, and we are looking for a Customer Success Manager to increase revenue for our clients (hoteliers) in Johor Bahru, Malaysia.

As a Customer Success Manager, you will:

1. Be the primary contact for local clients in Malaysia, addressing queries and issues promptly;
2. Evaluate client performance to identify improvement opportunities and provide suggestions;
3. Arrange and conduct regular check-ins and quarterly business reviews to monitor progress and identify new growth prospects, handling approximately 15 onsite meetings per month;
4. Collaborate with internal teams to resolve client issues swiftly and ensure a smooth experience;
5. Proactively work with existing clients to boost direct online sales;
6. Focus on revenue strategies and assist partners in achieving high results;
7. Participate in local events and engage in marketing activities such as webinars, exhibitions, and business breakfasts with partners;
8. Work within a global team, sharing experiences and best practices;
9. Maintain strong knowledge of our products and stay informed about industry trends and best practices;
10. Advocate for our clients' interests within the organization, encouraging new product features based on client feedback.

Hiring Process

HR screening with recruiter → Professional interview with hiring managers.

Potential career paths include Business Development Manager or Account Manager.

Requirements:

• Based in Johor Bahru, Malaysia;
• Willing to travel at least once per quarter;
• At least 1 year of experience in Account Management, Sales, Revenue Management, Customer Success in Hotels, OTAs, HotelTech, IT companies, E-commerce, or Airlines;
• Experience in OTA/hotels (Revenue, Sales, Marketing, E-commerce) is advantageous;
• Knowledge of hotel revenue structures is advantageous;
• Strong communication skills in Bahasa Malaysia and English;
• Proactive with strong relationship-building skills;
• Strong analytical skills;
• Proficient with CRM and software like Excel and Power BI;
• Experience with ticket/helpdesk systems such as Zendesk, Omnidesk, or Jira.

Benefits:

• Competitive salary based on experience;
• Commission based on KPIs;
• Full-time remote job with working hours from 09:00 to 18:00 in your local timezone;
• Work equipment provided (laptop, headset, mobile phone);
• Health insurance after probation;
• Dedicated onboarding and ongoing support from an experienced manager;
• Support for business trips within Malaysia;
• Participation in English Speaking Club with international colleagues;
• Access to camps, workshops, and gatherings;
• Networking opportunities through programs like Random Coffee.