Customer Success Specialist

Full-time,
Glenmarie, Shah Alam
About Us

MHub is a PropTech company. MHub is Malaysia's leading end-to-end property transaction platform capturing 60% of the nation’s total primary residential transactions. Current accumulated bookings are 350,000+ from 2,500+ projects with a total value of RM 43 billion. 10 out of the top 15 biggest real estate developers in Malaysia use MHub. We are seeking a talented and experienced Senior Designer to join our dynamic team. The ideal candidate will bring a passion for design, a deep understanding of SEO principles, and excellent copywriting skills to contribute to our marketing efforts and overall brand presence.

Responsibilities
  • Own Overall Client Relationships:
    • Manage the end-to-end onboarding process for assigned clients, ensuring a seamless transition to our products and services.
    • Establish and maintain a trusted advisor relationship with clients to understand their unique needs and challenges.
    • Proactively engage with clients to drive continued value and maximize their return on investment in our products and services.
  • Communicate Effectively:
    • Liaise with both internal and external stakeholders, including senior-level management, to understand client needs and objectives.
    • Build strong relationships with executive decision-makers to maximize client retention and identify opportunities for growth.
    • Effectively communicate client feedback and insights internally to inform product development and service enhancements.
  • Maintain Customer Success Metrics:
    • Track and analyze customer success metrics, such as adoption rates, usage patterns, and customer satisfaction scores.
    • Use data-driven insights to identify areas for improvement and develop strategies to enhance the overall customer experience.
  • Cross-Functional Collaboration:
    • Collaborate closely with product, sales, and support teams to ensure a seamless customer experience and drive mutual success.
    • Foster a strong sense of community and information sharing across teams to ensure alignment and cohesion in supporting client needs.
  • Serve as Day-to-Day Contact:
    • Act as the primary point of contact for assigned client accounts, building trust and rapport through regular communication and support.
    • Identify opportunities to add value and provide proactive guidance to clients, highlighting best practices and opportunities for optimization.
  • Consultative Support:
    • Review the customer journey and identify opportunities for improvement or optimization.
    • Take a consultative approach in helping clients overcome challenges and achieve their business goals through the effective use of our products and services.
  • Promote Product Adoption:
    • Educate clients on the full range of features and functionalities offered by our products and services.
    • Introduce and promote new and valuable features to clients through knowledge-based resources, training sessions, and proactive outreach.
Qualifications
  • Education: Currently pursuing a degree in Business, Marketing, Communications, or a related field.
  • Communication Skills: Excellent verbal and written communication skills. Ability to articulate complex information clearly and concisely.
  • Customer-Focused: Passionate about helping customers and providing exceptional service.
  • Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Familiarity with CRM systems is a plus.
  • Problem-Solving: Strong analytical and problem-solving skills. Ability to handle multiple tasks and prioritize effectively.
  • Team Player: Ability to work collaboratively within a team environment.
  • Adaptability: Willingness to learn and adapt in a fast-paced environment.
Thank you! Your submission has been received!
We will contact you if you are shortlisted.
Oops! Something went wrong while submitting the form.
Apply now and upload your resume here :
Apply Now