Specialist, Customer Success (Mandarin + Cantonese Speaker)

Summary

The Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle The Customer Success Specialist will work with the Global Services Organization to ensure customers get value from their hiring solutions. The Customer Success Specialist will be responsible for providing onboarding resources, encouraging strong product utilization, driving client engagement toward Learning Center and managing troubleshooting. It’s an exciting role as you will work with new and existing customers as they embed products into their talent acquisition strategy. The customers will range across verticals and industries.

Description

• Responsible for driving implementation setup progress for net-new Hiring Enterprise Program (HEP) customers

• Deliver customer value through ensuring customers are successful with Hiring (product) in terms of adoption, onboarding, usage, utilization and engagement

• Responsible for actioning Sales-triggered customer support requests (“Calls to Action” aka CTAs)

• Maintain a deep understanding of products and scaled self-serve resources to effectively guide customers on best practices 

• Track client customer lifecycle milestones, including onboarding and achieve goals related to customer license activation and user engagement on the Hiring platform 

• Track and record customer activity in a timely manner in systems of record (e.g.,CRM system) 

• Help triage troubleshooting tickets

• Proactive outreach to customers poor performance such as low account utilization and product usage and scheduling of consultations to improve their utilization of the platform by coaching them on best practices

Requirement

• Local Malaysian

• Strong communication skills in both English and Mandarin are required.

• 1–2 years of relevant experience in Customer Success, IT Sales, or SaaS industry.

• Proven ability in handling outbound calls and engaging prospects.

• Strong client-facing experience, with proven ability to build and manage customer relationships.

• Good communication and problem-solving skills with the ability to handle customer queries effectively.