Customer Success Manager

Photon Dance Technology (Malaysia); Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

PhotonPay Group is seeking a Customer Success/Operations specialist to lead the implementation and rollout of cross-border payment products at client sites, ensuring smooth adoption and addressing usage issues to deliver value.

You will assist clients in achieving business goals, maintain daily relationships, collect feedback for product iterations, and organize client information and cases with clear, proactive communication.

Qualifications

• Degree or above; excellent English proficiency preferred.
• 1 year of experience in customer success, client operations, or user operations.
• Passionate about cross-border or payment industry.
• Strong logic, learning, and execution abilities; proactive and responsible.
• Excellent communication; patient and enthusiastic when addressing client queries.

Responsibilities

• Lead implementation and rollout of cross-border payment products at client end; resolve product usage issues and provide best-practice guidance.
• Assist clients in achieving business goals through our products and services.
• Collect client demands and feedback to drive product iterations and optimization.
• Maintain daily client relationships, handling inquiries, issue resolution, and knowledge base updates.
• Establish client files and manage lifecycle support, updating cases and documents.

Skills

Customer Success

English Proficiency

Cross-border Payments

Problem Solving

Communication

Education

Bachelor's degree

Job description

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PhotonPay Group is a global financial technology company founded in 2015 and headquartered in Hong Kong, with offices across Asia-Pacific, Europe, and North America. PhotonPay provides an integrated payment and financial infrastructure for businesses operating internationally, offering solutions such as global accounts, card issuing, online payments, payouts, foreign exchange management, and embedded finance. Our mission is to empower entrepreneurs and businesses to grow beyond borders through secure, scalable, and technology-driven financial services.

Job Description

• Cross-border Payment Product Implementation & Roll-out at Client End: Be responsible for the implementation and roll-out of cross-border payment products at client end, solve various product usage or business issues that clients encounter during product utilization, and provide clients with optimal usage practices.
• Assist Clients in Achieving Business Goals: Help clients effectively use our products and services to promote them in achieving their business development goals.
• Customer Demand Collection & Feedback: Accurately identify and understand clients' demands, collect and feed back such demands, and drive the company's product iteration and optimization.
• Daily Customer Relationship Maintenance: Conduct daily maintenance of client relationships, including support services such as handling client inquiries, problem resolution, training improvement, and knowledge base compilation.
• Customer Lifecycle Management: Establish client files, gain insights into the client lifecycle, and provide corresponding support for clients at different stages.
• Customer Information & Case Collation: Sort out and update client business information documents, and explore and organize typical client cases.

Requirements

degree or above; candidates with excellent English proficiency and experience in the cross-border payment industry are preferred. Minimum 1 year of working experience in roles such as Customer Success Specialist/Manager, client operation, or user operation.

Passionate about the cross-border industry or payment industry; candidates with relevant industry experience are preferred.

Strong logical thinking ability, learning ability, and execution ability; proactive in work, rigorous and responsible, and committed to completing various work tasks.

Excellent communication and expression skills; patient and enthusiastic, able to calmly face and solve various problems raised by clients.

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