Job Title:

Specialist, Customer Success (English Speaker)

Job Description

Imagine being able to partner with global technology leaders in a company that cares about YOU – your professional growth, your success, and your community.

We are looking for a Specialist, Customer Success to join our team. Today.

We are Concentrix. We are dedicated to creating success for our clients, the communities around us and each other. We provide outsourced inside sales, customer success, renewals management, and channel management solutions for the world's greatest brands.

The Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support carrying customer questions and concerns.

At Concentrix, you will be part of our diversified team that makes an impact for our clients. All of this is possible because of the talent you have to offer.The future team member that will love this job will demonstrate the value and benefits of our services by supporting our our sales teams. Reporting to a sales support manager, you will research sales contracts, make price quotations, and maintain process integrity for a variety of administrative tasks. Along the way you will have access to excellent training opportunities to grow and enhance your skills and career. At Concentrix, you can truly Own Your Future!

You Will

Guide customers through targeted milestones immediately after product purchase to establish optimal usage behaviors and accelerate the customer's time to value

Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction

With a focus on our SMB/Mid-Market customer segments, conduct regular health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment.

Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage

Capture customers' product expectations, experiences, satisfaction, and abandonment propensity via qualitative feedback and quantitative measurement, “Voice of the Customer”

If required by the client, manage the full revenue lifecycle of the customer, which could include owning and facilitating a renewal event and executing against a quota

Utilize data analytics to identify and develop customer “success plans” to help customers obtain their business goals

Effectively collaborate and build relationships with cross functional teams to drive a continuous teamwork and achieve a superior customer experience

Dynamically drive customer satisfaction during customer engagement and lifecycle

Help manage external competitive pressures and retain customers

Provide accurate weekly/monthly/quarterly sales forecasts

Maintain the CRM to ensure all relevant data is captured in a timely manner

Effectively assess client needs and requirements and develop an effective level of product knowledge and technical understanding of products, including features, benefits, etc. in order to overcome specific objections and drive optimal outcomes of product usage with the customer

Ensure high level of professionalism during all interactions with customers and prospects via phone and email

Coordinate processes to ensure customer’s expectations are met with regard to products and services.

Effectively partner and build strong business relationship with external clients.

Coordinate with internal stakeholders to improve systems and processes

Other duties, as assigned and necessary.

You Have/Are

Local Malaysian

Graduates with a Degree, minimum to 3 years of relevant working experience preferred

Minimum of 3 years of experience in Customer Success, Sales, or strategic customer management, ideally within the Tech Industry

Excellent phone presence and experience of high volume calling

Consistent track record of success with a passion for exceptional service

Excellent knowledge of MS Office programs

Aptitude to learn new technology is required

Experience with Salesforce or similar CRM (Preferred)

MSFT products or Sofware solutions (added advantage)

Privacy and Information security

Adhere security requirements in the process.

Protect the privacy of personal information.

Our Benefits and Perks

Group Term Life Insurance

Group Health Insurance with coverage for dependents

Flexi-benefit (Dental, vision, gym, broadband internet, birthday, maternity, healthcare screening, language classes)

Employee Assistance Program

Rewards and Recognition Program

Learning and Development Program

Fun & Diversity Employee Engagement

Accommodation and Diversity

We have always been and will always be committed to the principle that everyone at Concentrix, regardless of who they are, where they hail from, the color of their skin, who they worship, or who they love, has equal opportunity, with policies and values which codify this, across all the countries where we are based. All qualified applicants will be considered without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin or disability.

Other information

5 days work week (Mon – Fri, Flexible with APJ hrs ranging from 7am-8.30pm)

KL Office is located at Wisma, 1, Jalan Kiara, Mont Kiara, 50480 Kuala Lumpur.

If this sounds like an interesting opportunity, hit apply!

*Only shortlisted candidates will be contacted

Location:

MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan Kiara

Language Requirements:

English (Required)

Time Type:

Full time

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