Customer Success Operation - Lead

ADI Resourcing; Kampar; On-site; MYR 60,000 - 90,000; Full time

Job summary

ADI Resourcing in Kampar, Malaysia is seeking a proactive Operations Lead for the Customer Success team to optimize processes and drive efficiency. You will oversee systems, analyze data, and coach the team to deliver outstanding client service.

You will collaborate with Sales, Marketing, and Product Development to align initiatives with company goals and travel to outstations as required.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Proven experience in operations management, preferably in a customer-facing role.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
• Demonstrated leadership abilities, driving process improvement and operational efficiency.
• Willingness to travel frequently to outstations (Kampar).

Responsibilities

• Process Optimization: Analyze existing customer success processes and identify areas for improvement.
• Systems Management: Oversee management and optimization of customer success platforms and tools.
• Data Analysis and Reporting: Use data-driven insights to monitor KPIs, track team performance, and generate reports.
• Training and Development: Develop and deliver training to empower the team and foster growth.
• Cross-Functional Collaboration: Work with Sales, Marketing, and Product Development to align initiatives.
• Customer Experience Enhancement: Design initiatives to improve the overall customer experience and gather feedback.

Skills

Operations management

Analytical skills

Communication & interpersonal skills

Leadership abilities

Organizational skills

Travel willingness

Education

Bachelor's degree in Business Administration, Operations Management, or a related field

Tools

CRM systems

Customer support software

Job description

About the job Customer Success Operation - Lead

Role Overview

We are seeking a highly motivated and detail-oriented Operations Lead to join our Customer Success Team. As the Operations Lead, you will play a pivotal role in optimizing the efficiency and effectiveness of our customer success operations. You will be responsible for streamlining processes, implementing best practices, and ensuring seamless coordination among team members to deliver unparalleled support to our clients.

Job Responsibilities

Process Optimization:

Analyze existing customer success processes and identify areas for improvement.

Develop and implement strategies to streamline workflows, enhance productivity, and drive operational excellence.

Systems Management:

Oversee the management and optimization of customer success platforms and tools.

Collaborate with cross-functional teams to ensure seamless integration and alignment with overall business objectives.

Data Analysis and Reporting:

Utilize data-driven insights to monitor key performance metrics, track team performance, and identify trends. Generate regular reports and dashboards to provide visibility into customer success operations and facilitate informed decision-making.

Training and Development:

Develop and deliver training programs to equip team members with the necessary skills and knowledge to excel in their roles. Provide ongoing support and coaching to foster continuous improvement and professional growth.

Cross-Functional Collaboration:

Collaborate closely with other departments, including Sales, Marketing, and Product

Development, to ensure alignment of customer success initiatives with broader company goals and objectives.

Customer Experience Enhancement:

Work closely with the Customer Success Manager to design and implement initiatives aimed at enhancing the overall customer experience. Gather feedback from clients and stakeholders to identify opportunities for service improvement and innovation.

Job Requirements

Bachelor's degree in Business Administration, Operations Management, or a related field.

Proven experience in operations management, preferably within a customer-facing role.

Strong analytical skills with the ability to interpret data and generate actionable insights.

Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.

Demonstrated leadership abilities, with a track record of driving process improvement and operational efficiency.

Proficiency in customer success platforms and tools (e.g., CRM systems, customer support software) is preferred.

Detail-oriented with strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Must be willing to travel frequently to outstation.(Kampar)