A customer success advocate works one-on-one with a client to build a strong relationship and improve client retention and sales growth.
Description:
- Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
- Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
- Maintain existing customer-success metrics and data as directed
Responsibilities
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
- Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
- Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
- Work with sales and marketing teams to boost customer referrals and develop case studies
Requirements
- Bachelor’s degree or equivalent
- At least 3-5 years of experience in communications, marketing, sales, account management, or customer success
- Strong skills in verbal and written communications, strategic planning, and project management
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Knowledge of Salesforce and project management tools
- Experience in event planning
- Required language(s): English and Bahasa Malaysia.
- Ability to speak Mandarin to handle Mandarin speaking client will be an advantage.
Skills
- Creative Problem-Solving
- Persuasive Communication
- Positive Behavior Support
- Proactivity
- Brand Loyalty