Customer Success Advocate

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.

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