Specialist, Customer Success (English Speaker)

Concentrix Trust & Safety; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Specialist in Customer Success, where you will cultivate strong relationships with clients and ensure their satisfaction throughout the customer lifecycle. This role emphasizes collaboration with cross-functional teams to drive customer engagement and success. You will have the opportunity to utilize your sales expertise and customer management skills in a dynamic environment, with access to excellent training and development programs. This is a chance to make a meaningful impact on clients while advancing your career in a supportive and diverse workplace.

Benefits

Group Term Life Insurance

Group Health Insurance

Flexi-benefit

Employee Assistance Program

Rewards and Recognition Program

Learning and Development Program

Fun & Diversity Employee Engagement

Qualifications

• Minimum 3 years of experience in Customer Success or Sales.
• Local Malaysian Graduates with a Degree preferred.

Responsibilities

• Guide customers to establish optimal usage behaviors post-purchase.
• Conduct regular health checks to gauge product satisfaction.
• Maintain CRM and ensure timely data capture.

Skills

Customer Success Management

Sales Experience

Excellent Communication Skills

Data Analytics

Technical Understanding

Education

Degree in relevant field

Tools

Salesforce

MS Office

Job description

Specialist, Customer Success (English Speaker)

Imagine being able to partner with global technology leaders in a company that cares about YOU – your professional growth, your success, and your community. We are looking for a Specialist, Customer Success to join our team. Today.

We are Concentrix. We are dedicated to creating success for our clients, the communities around us and each other. We provide outsourced inside sales, customer success, renewals management, and channel management solutions for the world's greatest brands.

The Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.

At Concentrix, you will be part of our diversified team that makes an impact for our clients. All of this is possible because of the talent you have to offer. The future team member that will love this job will demonstrate the value and benefits of our services by supporting our sales teams. Reporting to a sales support manager, you will research sales contracts, make price quotations, and maintain process integrity for a variety of administrative tasks. Along the way you will have access to excellent training opportunities to grow and enhance your skills and career. At Concentrix, you can truly Own Your Future!

You Will

1. Guide customers through targeted milestones immediately after product purchase to establish optimal usage behaviors and accelerate the customers time to value.
2. Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction.
3. With a focus on our SMB/Mid-Market customer segments, conduct regular health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment.
4. Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage.
5. Capture customers product expectations, experiences, satisfaction, and abandonment propensity via qualitative feedback and quantitative measurement, “Voice of the Customer”.
6. If required by the client, manage the full revenue lifecycle of the customer, which could include owning and facilitating a renewal event and executing against a quota.
7. Utilize data analytics to identify and develop customer “success plans” to help customers obtain their business goals.
8. Effectively collaborate and build relationships with cross functional teams to drive a continuous teamwork and achieve a superior customer experience.
9. Dynamically drive customer satisfaction during customer engagement and lifecycle.
10. Help manage external competitive pressures and retain customers.
11. Provide accurate weekly/monthly/quarterly sales forecasts.
12. Maintain the CRM to ensure all relevant data is captured in a timely manner.
13. Effectively assess client needs and requirements and develop an effective level of product knowledge and technical understanding of products, including features, benefits, etc. in order to overcome specific objections and drive optimal outcomes of product usage with the customer.
14. Ensure high level of professionalism during all interactions with customers and prospects via phone and email.
15. Coordinate processes to ensure customer’s expectations are met with regard to products and services.
16. Effectively partner and build strong business relationship with external clients.
17. Coordinate with internal stakeholders to improve systems and processes.
18. Other duties, as assigned and necessary.

You Have/Are

1. Local Malaysian Graduates with a Degree, minimum to 3 years of relevant working experience preferred.
2. Minimum of 3 years of experience in Customer Success, Sales, or strategic customer management, ideally within the Tech Industry.
3. Excellent phone presence and experience of high volume calling.
4. Consistent track record of success with a passion for exceptional service.
5. Excellent knowledge of MS Office programs.
6. Aptitude to learn new technology is required.
7. Experience with Salesforce or similar CRM (Preferred).
8. MSFT products or Software solutions (added advantage).
9. Privacy and Information security: Adhere security requirements in the process. Protect the privacy of personal information.

Our Benefits and Perks

1. Group Term Life Insurance
2. Group Health Insurance with coverage for dependents
3. Flexi-benefit (Dental, vision, gym, broadband internet, birthday, maternity, healthcare screening, language classes)
4. Employee Assistance Program
5. Rewards and Recognition Program
6. Learning and Development Program
7. Fun & Diversity Employee Engagement

Accommodation and Diversity

We have always been and will always be committed to the principle that everyone at Concentrix, regardless of who they are, where they hail from, the color of their skin, who they worship, or who they love, has equal opportunity, with policies and values which codify this, across all the countries where we are based. All qualified applicants will be considered without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin or disability.

Other information: 5 days work week (Mon – Fri, Flexible with APJ hrs ranging from 7am-8.30pm) KL Office is located at Wisma, 1, Jalan Kiara, Mont Kiara, 50480 Kuala Lumpur. If this sounds like an interesting opportunity, hit apply! *Only shortlisted candidates will be contacted.

Location: MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan Kiara

Language Requirements: English (Required)

Time Type: Full time

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