Job Details

Customer Success Executive (MY)

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SalesCandy

Published

2021-03-24

Closes

2021-05-03

Location

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia

Category

Customer Service

Type

Full-time

Description

Reporting

Head of Customer Success

 

Key Accountabilities

  • Onboarding account & training users

  • User support

  • User's adoption of new or under-utilized features

  • Defining and monitoring customer success

  • Account renewal billing

  • Account analytics

  • UAT

 

Key Responsibilities

  • Provide the first level of troubleshooting and support to end-users, over the phone, email, WhatsApp, Viber, Line and trouble ticket.

  • Submit discovered bug to the developer once confirmed that it is not a feature.  Work with the end-user to replicate the bug and to document the steps required to replicate the bug during the bug submission.

  • Daily follow-up of overall open tickets, issues and complaints from the clients.

  • To verify that the bug is replicated and fixed by Technical Team before closing the trouble ticket.

  • To do the system testing to verify the fixed bugs.

  • Onboarding of new corporate clients, including completing onboarding checklist with the client, setting up and configuring the account from the backend.

  • Provide on-site or teleconference training to the clients.

  • Provide daily onboarding coaching for new clients upon.

  • To establish and manage the relationship with the clients assigned to you.

  • Routine monitoring (daily for new accounts and monthly for existing accounts) of the client’s dashboard to ensure that SalesCandy makes the full impact on the client’s closing rate.

  • Conduct quarterly review with the clients to go through business insights, highlights and lowlights, new features rolled out and to solicit feedback and referrals.

  • Renew clients before their subscriptions lapse, including the process of providing a quotation, invoicing and following up on payments.

  • Document FAQ and new features on SalesCandy Support, our knowledgebase.

Requirements

  • Standard: 1 to 3 years of experience as Customer Success Executive.

  • Possess excellent communication skills in English both written and verbal.

  • SalesCandy is a 100% distributed workplace.  You are expected to have a conducive working environment with satisfactory broadband connection to perform your job, at your own expense.  Even though this is remote work, the base city of this position is Kuala Lumpur (Malaysia) and you are expected to be residing within commuting distance from the city and are able to attend in-person meetings and company events in this city.