**Job Title:** Customer Success Manager - Work from Home
**Company:** Kenanga Investment Bank Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Company Overview:**
Kenanga Investment Bank Berhad is a leading investment bank in Malaysia, recognized for our innovative approach to financial services. As we continue to provide exceptional investment solutions, we are looking for a dedicated Customer Success Manager to join our team. This role will play a crucial part in ensuring our clients achieve their desired outcomes while navigating our financial services.
**Job Overview:**
The Customer Success Manager (CSM) will be responsible for building and maintaining strong relationships with our clients to ensure their satisfaction and success with our products and services. As a CSM, you will take a proactive approach in understanding the clients' needs, providing value, and fostering a culture of customer-centricity within the organization.
**Key Responsibilities:**
- **Client Relationship Management:**
- Establish and maintain long-term relationships with customers, providing a high level of personal service.
- Understand clients' objectives, challenges, and workflows to help them leverage our services effectively.
- Act as the primary point of contact for client inquiries, concerns, and account escalations.
- **Onboarding and Training:**
- Guide new customers through the onboarding process, ensuring they are set up for success with our solutions.
- Conduct training sessions and workshops to assist clients in understanding the functionalities and benefits of our products.
- **Client Success Strategy:**
- Develop and implement success plans tailored to individual client needs and business objectives.
- Identify opportunities to enhance product usage, profitability, and client satisfaction.
- Utilize customer feedback to recommend changes aimed at improving customer experiences.
- **Performance Monitoring:**
- Monitor client performance metrics and analyze data to provide actionable insights to clients and internal stakeholders.
- Prepare regular reports detailing account health, product adoption, and potential opportunities for upselling or cross-selling.
- **Collaboration with Internal Teams:**
- Liaise with sales, marketing, and product teams to advocate for client needs and influence service delivery.
- Collaborate with support and technical teams to resolve issues and facilitate seamless service delivery.
- **Proactive Communication:**
- Regularly communicate with clients to ensure they are informed of updates, features, and overall performance.
- Proactively identify potential issues and address them before they impact clients.
- **Innovation & Improvement:**
- Encourage calculated risk-taking within the customer success team to drive innovation and customer engagement strategies.
- Actively participate in the development of new tools and practices to improve customer success processes.
**Requirements:**
- **Experience:**
- 8 years of experience in customer success, account management, or a related field, preferably in the financial services sector.
- **Education:**
- Bachelor's degree in business, finance, or a related area; advanced degrees or relevant certifications are a plus.
- **Personality Traits:**
- Driven and hardworking, with a determination to go above and beyond for clients.
- Passionate about delivering value and a positive customer experience.
- **Soft Skills:**
- Strong problem-solving skills with the ability to think critically and adapt solutions to specific client situations.
- Excellent interpersonal and communication skills, with the ability to build rapport and effectively articulate value propositions.
- **Technical Skills:**
- Proficient in CRM software and basic data analysis tools; familiarity with financial software is an advantage.
- Comfortable utilizing web-based communication tools for client management and training.
- **Others:**
- Ability to work independently and manage your schedule effectively while meeting deadlines.
- A strong commitment to continuous learning and professional development.
**Benefits:**
- Paid sick leave.
- Employee discounts on various services and products.
- Attractive joining bonus for successful candidates.
**Working Environment:**
At Kenanga Investment Bank Berhad, we encourage calculated risk-taking to drive innovation and progress. We believe that fostering an innovative mindset is integral to our success and the success of our clients.
**Application Deadline:**
Please submit your application by ******** .
**Equal Opportunity Statement:**
Kenanga Investment Bank Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, beliefs, and experiences.
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We look forward to welcoming a passionate Customer Success Manager to our team to help us continue delivering outstanding services to our clients!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
