**Job Title:** Customer Success Specialist - Remote Work
**Company:** SIRIM Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
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### **Job Description**
SIRIM Berhad is seeking a dedicated and driven Customer Success Specialist to join our team on a part-time basis. As a key player in our Customer Success department, you will play a crucial role in ensuring our clients achieve their desired outcomes while using our products and services. You will harness your expertise to foster strong customer relationships, deliver exceptional service, and contribute to overall customer satisfaction and retention.
### **Responsibilities**
- **Customer Onboarding & Training:**
- Manage the new customer onboarding process to ensure a seamless transition.
- Provide comprehensive training and support to customers to facilitate their understanding of our services and products.
- **Account Management:**
- Serve as the primary point of contact for assigned customer accounts, addressing inquiries, resolving issues, and providing product support.
- Develop and implement strategic account plans to enhance customer value and drive engagement.
- **Customer Engagement:**
- Regularly communicate with customers to monitor satisfaction levels and identify potential challenges or opportunities for enhancement.
- Schedule proactive check-ins to gather feedback and offer insights into best practices that can improve user experience.
- **Performance Tracking & Reporting:**
- Monitor account metrics and performance indicators, providing regular updates to management and insights into customer engagement.
- Analyze data to suggest improvements and highlight opportunities for upselling or cross-selling services.
- **Collaboration with Internal Teams:**
- Work closely with product development, sales, and marketing teams to relay customer feedback and influence service enhancements.
- Assist the sales team in identifying new business opportunities through existing customer relationships and referrals.
- **Customer Success Strategy Development:**
- Contribute to the development of comprehensive customer success plans tailored to individual client needs.
- Participate in strategic planning sessions to evaluate customer success initiatives and outcomes.
### **Requirements**
**Education & Experience:**
- Bachelor's degree in business, communications, or a related field preferred.
- Minimum of 3 years of experience in customer success, account management, or a similar role.
**Skills:**
- Strong strategic planning and planning abilities, with a proven track record in creating actionable strategies for customer success.
- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders effectively.
- Proficient in using customer relationship management (CRM) software and other customer engagement tools.
**Personality Traits:**
- Driven: A self-motivated individual who takes initiative and is goal-oriented.
- Confident: A professional who exhibits self-assurance in their ability to manage customer relationships and represent the company effectively.
**Additional Requirements:**
- Ability to work independently in a remote setting and manage time efficiently.
- Availability for part-time hours, including occasional flexibility to meet customer needs.
### **Benefits**
- Joining Bonus
- Paid Sick Leave
- Company Transportation
### **Working Environment**
At SIRIM Berhad, we foster a culture that embraces change and adapts resiliently to meet the needs of our clients and team members. We believe in continuous improvement and providing a supportive work environment that encourages professional growth.
### **Equal Opportunity Statement**
SIRIM Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.
### **Application Deadline**
Please submit your application by **September 21, 2024**.
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Join us at SIRIM Berhad and contribute to a team that is dedicated to delivering outstanding customer experiences and driving success. We look forward to hearing from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
