Customer Success Manager (US Hours - West Coast)

The Access Group; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where your passion for excellence will shine. This role emphasizes collaboration and personal development, offering a competitive salary and a range of benefits including wellbeing days and charity leave. You'll engage with customers, ensuring their needs are met while managing relationships and driving service excellence. If you're ready to make an impact in a supportive environment, this opportunity is perfect for you.

Benefits

25 days of annual leave

Health contributions

Wellbeing days

Charity days

Qualifications

• 2-4 years in Customer Success or similar client-facing roles.
• Strong interpersonal skills and customer empathy.

Responsibilities

• Provide reactive and proactive services to customers.
• Collaborate with internal teams to resolve issues and escalations.

Skills

Customer Success Management

Interpersonal Skills

Data Analysis

Stakeholder Management

Problem Solving

Communication Skills

Education

Bachelor's Degree in Accounting or related field

Job description

Customer Success Manager (US Hours - West Coast)

We’re looking for passionate individuals to join the Access family, sharing our commitment to believing in better and helping us grow. Our core philosophy, Love Work. Love Life. Be You., emphasizes our dedication to our people and customers.

What does Access offer you?

We promote a blended approach to work, encouraging collaboration in our offices. We value development and will support your career growth. Benefits include a competitive salary, wellbeing days, 25 days of annual leave, health contributions, and a range of other perks tailored to your needs. Additionally, you can take three charity days annually to support causes important to you.

About you:

You are passionate about Customer Success, enjoy resolving issues, and strive for excellence both professionally and personally. You have experience managing large customer bases, are analytical, and excel in building relationships with customers and stakeholders. You thrive in a growing team focused on Service Excellence. Please note, this role covers US hours, either East or West Coast timezones.

Day-to-day responsibilities include:

1. Being an integral part of the Customer Success team, reporting to the Team Leader.
2. Providing reactive and proactive services to our customers.
3. Collaborating with internal teams to resolve issues and escalations.
4. Ensuring issue resolution exceeds customer expectations.
5. Managing Success Events and Webinars, working with various stakeholders to add value and strengthen relationships.
6. Monitoring support cases, community engagement, and NPS data to proactively address customer needs.
7. Delivering service through human engagement, especially in challenging situations.

Skills and experiences:

• 2-4 years in Customer Success or similar client-facing roles.
• Strong interpersonal skills and customer empathy.
• Ability to influence and negotiate with stakeholders.
• Data-driven and process-oriented mindset.
• Continuous learner, creative problem solver, adaptable.
• Excellent communication skills, team player, capable of managing multiple projects.
• Quick learner of new applications and technologies.
• Ability to work autonomously and collaboratively.
• Financial domain expertise or accounting degree is a strong plus.

About The Access Group:

We are a leading provider of business management software, serving over 100,000 customers worldwide. We focus on connecting people with data through our innovative solutions and are committed to diversity and inclusion. Join us to love what you do, love how you live, and be your authentic self.