Senior Customer Success Management Executive - Kuching

Senior Customer Success Management Executive (IT Industry ) KARUNA (SARAWAK) ENTERPRISE SDN. BHD. Role Overview : As a Senior Customer Success Executive at Karuna, you will play a pivotal role in building and maintaining strong relationships with our clients, ensuring they derive maximum value from our technology solutions. You will be responsible for driving customer retention, growth, and advocacy by developing strategic account plans and engaging with key stakeholders within our customer organizations. Key Responsibilities: Relationship Building: Cultivate and sustain strong relationships with key stakeholders within customer organizations, including executives, decision-makers, and end users, to ensure long-term satisfaction and partnership. Strategic Account Management: Develop and execute strategic account plans tailored to each customer's specific needs and goals, with an emphasis on driving retention, growth, and advocacy within the tech space. Onboarding and Training: Lead the onboarding process for new customers, ensuring a seamless transition by providing in-depth training on our technology products and services, and enabling customers to achieve their desired outcomes. Customer Engagement: Regularly engage with customers to understand their evolving needs, identify opportunities for upselling or cross-selling additional tech products or services, and address any concerns or challenges they may face. Primary Point of Contact: Serve as the main point of contact for customer inquiries, concerns, or escalations, collaborating with internal technical teams to quickly resolve issues and ensure customer satisfaction. Customer Advocacy: Represent the voice of the customer within our organization, advocating for their needs and priorities across all departments, and driving initiatives to enhance the overall customer experience. Feedback Analysis: Collect and analyze feedback from customers on their experience with our technology solutions, identifying trends and areas for improvement, and working with internal teams to drive product enhancements or process optimizations. Performance Monitoring: Track and analyze key performance metrics related to customer success, such as customer satisfaction scores, retention rates, and upsell/cross-sell opportunities, taking proactive measures to ensure targets are met or exceeded. Job Requirements: Educational Background: Bachelor’s degree in Business Administration, Marketing, IT or a related field is required. Experience: Proven experience in a customer-facing role, such as customer success, account management, or sales within the tech industry, with a strong track record of driving customer satisfaction and retention. Skills : Strong interpersonal and communication skills, with the ability to build rapport, influence, and collaborate effectively with both customers and internal technical teams. Strategic Thinking: Demonstrated strategic thinking and problem-solving abilities, with a proactive and solution-oriented approach to addressing customer needs and challenges. Adaptability : Ability to manage multiple priorities in a fast-paced, dynamic tech environment. Technical Proficiency: Familiarity with Customer Success software platforms and tools, as well as a solid understanding of technology solutions and how they deliver value to customers. Passion for Customer Success: A deep commitment to customer advocacy and a passion for delivering exceptional customer Interested candidates please submit your application through Jobstore.com