Head of Customer Experience (SaaS)

We are looking for a dynamic and strategic Head of Customer Experience to join our client's team in Malaysia. You will play a crucial role in shaping our client's customer-centric strategies, fostering relationships with key clients, and driving the overall success of the customer support and operations department. Strategy and Leadership -Develop and implement a customer success strategy aligned with the company's goals and objectives. -Drive a customer-centric culture throughout the organization, emphasizing the importance of customer satisfaction and retention. -Provide regular reports and updates to executive leadership on the performance of the customer success department. -Analyze data to identify trends, opportunities, and areas for improvement in customer success strategies. Customer Onboarding, Engagement and Retention -Design and optimize the customer onboarding process to ensure a seamless and positive experience for new clients. -Collaborate with cross-functional teams, including sales, marketing, and product, to ensure successful implementation and integration of our products / services. -Build and maintain strong relationships with key customers, understanding their unique needs and business goals. -Identify opportunities to enhance customer engagement, loyalty, and advocacy. -Collaborate with sales and marketing teams to ensure a seamless customer journey from onboarding to post-sales support. -Work closely with the PMO and customer support team to monitor customer health and proactively address any issues or concerns. -Define and optimize customer success processes, including onboarding, account management, and support procedures. -Implement effective metrics and KPIs to measure customer satisfaction, retention rates, upsell opportunities, and overall success. -Act as a customer advocate within the organization, representing the voice of the customer in internal discussions and decisions. -Champion customer feedback and work with relevant teams to address concerns and improve customer experiences. -Understand the competitive landscape, market trends, best practices and emerging technologies related to the company's offerings and customer success. Team Management -Lead, train, and mentor a high-performing team of Customer Success Specialists. -Foster a collaborative and supportive environment that encourages knowledge sharing and professional development. -Manage performance, conduct regular performance evaluations, and provide constructive feedback to team members. Product Development -Provide Product team with insights from customer interactions, feedback, deployment and user experience to drive product improvements and enhancements. [Apply now at https : / / my.hiredly.com / jobs / jobs-malaysia-hiredly-x-job-head-of-customer-experience-saas]

• Bachelor’s degree in a relevant field. -Proven experience in a leadership role within customer success, account management or related fields. -Strong understanding of customer-centric methodologies, processes and best practices. -Exceptional communication, presentation and interpersonal skills. -Demonstrated ability to lead and inspire teams, fostering a collaborative and positive work environment to drive customer satisfaction and business growth. -Data-driven mindset with the ability to analyze and interpret customer data and insights. -Experience working with customer relationship management (CRM) systems and other relevant software. -Problem-solving orientation with the ability to navigate and resolve complex customer situations. -Experience working with customer relationship management (CRM) systems and other relevant software. -Demonstrated ability to manage and develop high-performing teams. -Prior experience in SaaS or technology companies is highly desirable.