**Job Title:** Customer Success Manager
**Company:** Sunway Group
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
---
**Job Description:**
Sunway Group is seeking a passionate and skilled Customer Success Manager to join our dynamic team. As a part-time Customer Success Manager based in George Town, Penang, you will play a crucial role in fostering strong relationships with our customers and ensuring their success with our products and services. If you thrive in a collaborative environment and are dedicated to delivering exceptional customer experiences, we encourage you to apply.
**Key Responsibilities:**
1. **Customer Engagement:**
- Establish and maintain strong relationships with assigned customers, serving as their primary point of contact.
- Conduct regular check-ins to assess customer satisfaction and identify areas for improvement.
- Develop a deep understanding of customer needs, goals, and challenges to provide tailored solutions.
2. **Onboarding & Training:**
- Oversee the onboarding process for new customers, ensuring a smooth transition and set-up of products and services.
- Conduct training sessions and workshops to help customers effectively utilize our offerings and maximize their value.
3. **Customer Advocacy:**
- Act as the voice of the customer by gathering feedback and insights to share with internal teams.
- Advocate for customer needs and drive cross-functional collaboration to address issues and develop new features.
4. **Monitoring & Reporting:**
- Track customer usage and product engagement, identifying trends and potential churn risks.
- Prepare regular reports on customer health metrics, satisfaction levels, and success stories for internal stakeholders.
5. **Problem Resolution:**
- Proactively address customer concerns and queries, coordinating with tech support and product teams to ensure timely resolutions.
- Provide clear and effective communication to customers regarding product enhancements, updates, and changes.
6. **Continuous Improvement:**
- Collaborate with the Customer Success Team to identify best practices and strategies for improving customer experiences.
- Participate in ongoing training and professional development to enhance skills and knowledge relevant to the role.
---
**Requirements:**
1. **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field.
2. **Experience:**
- A minimum of 5 years of experience in customer success, account management, or a related role.
3. **Technical Skills:**
- Proficiency in customer relationship management (CRM) software and data analysis tools.
- Familiarity with project management software and communication tools.
4. **Personality Traits:**
- Resilient: Ability to handle challenging situations and rebound from setbacks.
- Hardworking: A dedicated approach to tasks and a commitment to achieving customer satisfaction.
5. **Soft Skills:**
- Excellent presentation skills: Ability to convey information clearly and effectively to various audiences.
- Strong cooperation skills: An aptitude for working collaboratively within teams and with customers to achieve common goals.
6. **Language Proficiency:**
- Proficiency in English is mandatory; proficiency in additional languages is an advantage.
---
**Benefits:**
- Medical coverage.
- Paid sick leave.
- Retirement plan.
**Working Environment:**
At Sunway Group, we strive for a harmonious workplace where collaboration and respect prevail. We value a diverse and inclusive workplace and encourage all qualified candidates to apply.
**Application Deadline:**
Please submit your application by **September 19, 2024**.
---
**Equal Opportunity Statement:**
Sunway Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law. All qualified applicants are encouraged to apply.
---
If you fit the criteria and are passionate about ensuring customer success, we would love to hear from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
