Customer Success Manager

Hunters International Sdn Bhd; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A digital transformation company seeks a Customer Success Manager in Kuala Lumpur, Malaysia. The role involves helping clients adopt the platform, ensuring customer satisfaction, and leading success reviews. Ideal candidates will have Japanese language skills and experience in account management. Attractive remuneration package includes sales incentives.

Benefits

Attractive Sales Incentives

Qualifications

• 1+ year's experience in enterprise-level customer success or account management.
• Excellent communication skills in Japanese (N1 or native).
• Experience leading quarterly and annual customer success reviews.

Responsibilities

• Encourage clients to utilize new features of the platform.
• Evaluate churn and proactively address customer dissatisfaction.
• Conduct regular customer success reviews to add value.

Skills

Customer relationship management

Verbal and written communication in Japanese

Strategic planning

Project management

Customer satisfaction

Education

Bachelor's Degree or equivalent experience

Job description

About Our Client: Our client is a digital transformation and business process outsourcing company that helps companies improve operations, customer experiences, and efficiency through technologies like AI, automation, cloud engineering, and analytics.

Job Description:

• Encourage clients to utilize new features that will help them drive their business forward
• Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering
• Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle
• Develop plans that ensure that clients are successfully adopting our platform that align to their business needs
• Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments
• Develop customer relationships, by building trust and ensuring the customers needs are met
• Align customers with the enablement resources to drive adoption

Job Requirements:

• Open to candidates based in either Malaysia or Japan
• At least 1 year's direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company (preferably in a B2B setting, but not required)
• Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers
• Bachelor's Degree or equivalent experience in Customer Success, Consulting, or Account Management
• Excellent verbal and written communication skills in Japanese or Nihongo (Preferably N1 or Native speaker)
• Ensures customer satisfaction by addressing technical demands and acting as a sales liaison of the program
• Can facilitate the adoption of the solution, driving awareness, education and utilization by serving as the POC within the customer set
• Strong skills in strategic planning and project management with the ability to adapt conversations for technical and non-technical audience

Remuneration:

Basic Package (USD 2,500 - USD 3,000, approximately MYR 10,000 to MYR 12,000)

Attractive Sales Incentives

Working Location:

Kuala Lumpur, Malaysia

Consultant in-charge:

Jason | [e-mail] | 012 688 8045 (WhatsApp text only)