Specialist, Customer Success (English Speaker)

Concentrix SREV Malaysia SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Group Term Life Insurance

Group Health Insurance with coverage 

Flexi-benefit (Dental, vision, gym, b

Job summary

Concentrix SREV Malaysia SDN. BHD. is seeking a Specialist, Customer Success (English Speaker) to partner with global technology leaders in Kuala Lumpur.

You will guide customers post-purchase, ensure optimal product usage, and drive revenue through renewals where needed. You will engage with SMB/Mid-Market segments, perform health checks, and collaborate with sales and cross-functional teams to deliver exceptional customer experiences while maintaining strong product knowledge and

Qualifications

• Minimum of 3 years in Customer Success, Sales, or strategic customer management.
• Excellent phone presence with high-volume calling experience.
• Strong knowledge of MS Office and eagerness to learn new technologies.
• Experience with Salesforce or similar CRM is preferred; data privacy awareness is expected.

Responsibilities

• Guide customers through milestones after purchase to establish optimal usage and value.
• Promote product usage based on defined benchmarks for frequency and depth of interaction.
• Conduct health checks for SMB/Mid-Market segments to gauge satisfaction and value.
• Handle renewal events and renewals when required by the client.
• Use data analytics to develop customer success plans aligned with business goals.
• Collaborate with cross-functional teams to deliver a superior customer experience.

Skills

Customer Success

Sales

CRM Salesforce

MS Office

Education

Bachelor's degree or higher

Tools

Salesforce CRM

Job description

Job Title

Specialist, Customer Success (English Speaker)

Job Description

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 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!

Responsibilities

• You Will Guide customers through targeted milestones immediately after product purchase to establish optimal usage behaviors and accelerate the customer's time to value Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
• 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.
• Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage Capture customers' product expectations, experiences, satisfaction, and abandonment propensity via qualitative feedback and quantitative measurement, “Voice of the Customer”
• 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
• Utilize data analytics to identify and develop customer “success plans” to help customers obtain their business goals
• Effectively collaborate and build relationships with cross functional teams to drive a continuous teamwork and achieve a superior customer experience Dynamically drive customer satisfaction during customer engagement and lifecycle Help manage external competitive pressures and retain customers
• Provide accurate weekly/monthly/quarterly sales forecasts Maintain the CRM to ensure all relevant data is captured in a timely manner 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 Ensure high level of professionalism during all interactions with customers and prospects via phone and email
• Coordinate processes to ensure customer’s expectations are met with regard to products and services. Effectively partner and build strong business relationship with external clients. Coordinate with internal stakeholders to improve systems and processes Other duties, as assigned and necessary.

Qualifications

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

Benefits & Perks

• Group Term Life Insurance
• Group Health Insurance with coverage for dependents
• Flexi-benefit (Dental, vision, gym, broadband internet, birthday, maternity, healthcare screening, language classes)
• Employee Assistance Program
• Rewards and Recognition Program
• Learning and Development Program
• Fun & Diversity
• Employee Engagement
• Accommodation and Diversity

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.
• Location: MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan Kiara
• Language Requirements: English (Required)
• Time Type: Full time

Company Overview

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to‑end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Equal Opportunity Statement

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.