Customer Success Representative Asia Pacific

Stichting Internationaal Belasting Documentatie Bureau; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading organization in international tax expertise seeks a Customer Success Specialist in Kuala Lumpur. The role involves ensuring client satisfaction through effective support and collaboration across departments. Ideal candidates have B2B experience, strong communication abilities, and a proactive approach in a customer-focused environment.

Benefits

Medical coverage

Flexible fringe benefits

Training and development opportunities

Qualifications

• 3+ years in a customer support role, ideally in SaaS.
• Fluency in English; additional languages beneficial.
• Self-starter with strong judgment and problem-solving skills.

Responsibilities

• Provide professional support to clients per Service Level Agreements.
• Collaborate with Marketing and Sales for customer retention.
• Contribute to internal process improvements.

Skills

Communication

Presentation

Problem-Solving

Education

Business Administration

Tools

CRM systems

ERP systems

Job description

IBFD is the leading international provider of cross-border tax expertise. An independent, non-profit foundation, IBFD has a long-standing history in supporting and contributing to tax research and academic activities. IBFD utilizes a global network of tax experts to serve Fortune 500 companies, governments, universities, international consultancy firms, and tax advisors. IBFD’s core business is research, publishing (online and print), and education in international taxation. All IBFD products are accessible through IBFD’s Tax Research Platform, the powerful online engine behind efficient tax information and research. Founded in 1938 and headquartered in Amsterdam, IBFD also has a local presence in important markets such as North America, Asia, and China. At our office in Kuala Lumpur, we are looking for a Customer Success Specialist.

Your role as a Customer Success Specialist

Within our Customer Success department, we are seeking a colleague to strengthen our team. The Customer Success Representative plays a pivotal role in ensuring the success and satisfaction of our clients through the delivery of exceptional service and support. Our external customer base is primarily Business-to-Business (B2B), including large corporations, tax consultancies, booksellers, governments, and not-for-profit organizations, with some Business-to-Customer (B2C) interactions. We are dedicated to providing internal support within IBFD departments such as finance, international tax training, marketing, and sales.

Tasks and responsibilities

1. Work effectively both within a team structure and independently.
2. Provide timely and professional support to our clients, in line with our Service Level Agreements.
3. Collaborate closely with Marketing and Sales to enhance customer loyalty, identify upsell opportunities, and ensure a great customer experience.
4. Actively contribute to the continuous improvement of internal processes.
5. Serve as a bridge between customers and internal teams, sharing customer feedback to drive product and service improvements.

Profile

We are looking for someone who:

• Has experience working in a CSR role in a B2B industry.
• Is proficient in English; fluency in additional languages is a plus.
• Possesses excellent communication and presentation skills.
• Has problem-solving ability, backed by good judgment.
• Is a self-starter, proactive, and resilient.
• Can collaborate across departments and teams.

Requirements

• At least 3 years of experience working in a customer support environment, preferably in the SaaS industry.
• Experience as a customer success manager is a plus.
• Educational background in business administration or related fields.
• Familiarity with CRM or ERP systems.

Salary & Benefits

We offer a competitive salary, depending on relevant experience, background, and education, along with a comprehensive package of flexible fringe benefits, including medical coverage. Attractive training and development opportunities are also available.

Join us in shaping the future of our company and making a significant impact in the Asia Pacific region!