**Job Title: Customer Success Manager**
**Company: Hartalega Holdings Berhad**
**Location: Malacca City, Melaka, MY**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6+ Years**
**Deadline to Apply: October 2, 2024**
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### **Job Overview:**
Hartalega Holdings Berhad is seeking a highly motivated and experienced Customer Success Manager to join our dynamic team. This is a part-time, work-from-home position based in Malacca City, Melaka, enabling you to contribute to our mission of enhancing customer satisfaction and driving customer success across our diverse portfolio of products. You will serve as a key point of contact for our customers, ensuring their needs are met while fostering a strong relationship with our brand.
### **Key Responsibilities:**
1. **Customer Relationship Management:**
- Develop and maintain strong relationships with key customers while understanding their needs and challenges.
- Act as the primary liaison between customers and internal teams to facilitate communication and service delivery.
2. **Onboarding and Training:**
- Oversee customer onboarding processes, ensuring a seamless transition and optimal product utilization.
- Conduct training sessions and provide resources to customers to enhance their experience and satisfaction.
3. **Account Strategy and Growth:**
- Identify opportunities for account expansion and upselling, targeting products and services that meet customer needs.
- Develop and implement account plans to support customer goals and drive business growth.
4. **Problem Resolution:**
- Proactively address customer inquiries and concerns in a timely and effective manner.
- Coordinate with relevant departments to resolve issues, ensuring high standards of customer service are maintained.
5. **Customer Feedback and Improvement:**
- Gather customer feedback and insights to inform product enhancements and service improvements.
- Work collaboratively with product development and marketing teams to align customer expectations with business offerings.
6. **Performance Tracking and Reporting:**
- Monitor and analyze key performance indicators related to customer satisfaction and success.
- Prepare detailed reports and presentations for stakeholders regarding account health, progress, and opportunities for improvement.
7. **Collaboration and Teamwork:**
- Collaborate effectively with cross-functional teams, including sales, marketing, and technical support, to enhance customer experience.
- Lead and contribute to customer success initiatives and projects.
### **Requirements:**
- **Education:** Bachelor's degree in Business Administration, Marketing, or a related field; advanced degrees or certifications in customer success are a plus.
- **Experience:** Minimum of 6 years of experience in customer success, account management, or a related role, preferably within a B2B environment.
- **Personality Traits:**
- Dedicated: Strong commitment to customer satisfaction and success.
- Confident: Ability to effectively advocate for customers and drive results.
- **Soft Skills:**
- Adaptability: Ability to pivot strategies based on customer feedback and market changes.
- Planning: Strong organizational and planning skills to effectively manage customer accounts and relationships.
- **Technical Skills:**
- Proficient in customer relationship management (CRM) software and other relevant tools.
- Strong analytical skills to interpret data and metrics for decision-making.
### **Benefits:**
- Travel opportunities to engage with customers and attend industry events.
- Employee discounts on products and services offered by Hartalega.
- Visa sponsorship for qualified candidates.
### **Working Environment:**
At Hartalega, we are committed to fostering a diverse and inclusive workplace where every team member feels valued and empowered. We believe in creating a culture of belonging that enhances employee engagement and drives business success.
### **Equal Opportunity Statement:**
Hartalega Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage qualified individuals from all backgrounds to apply and join our team.
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**Ready to embark on a fulfilling career with a leading company? Apply now!**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
