About the Role

As a Customer Success Manager (CSM) for the South East Asia region, you will play a critical role in ensuring our customers achieve their desired outcomes while using our products/services. You will be the primary point of contact for our customers, fostering strong relationships and driving customer satisfaction, retention, and growth.

Responsibilities (not exhaustive)

Some key responsibilities include:

Customer Onboarding:

• Guide new customers through the onboarding process, ensuring a smooth transition and initial setup.
• Conduct product training sessions to ensure customers are effectively utilizing our offerings.

Relationship Management:

• Build and maintain long-lasting relationships with customers, acting as their trusted advisor.
• Understand customers' business objectives and develop tailored strategies to help achieve them.

Customer Support:

• Address and resolve customer inquiries, issues, and complaints in a timely and effective manner.
• Collaborate with internal teams (e.g., sales,product development, support) to escalate and resolve complex issues.

Proactive Engagement:

• Regularly check in with customers to monitor satisfaction and identify opportunities for upselling or cross-selling.
• Conduct periodic business reviews to ensure customers are achieving their goals and to provide recommendations for improvement.

Advocacy and Feedback:

• Serve as the voice of the customer internally, providing feedback to product and development teams to drive continuous improvement.

Renewals and Retention:

• Drive customer renewals by demonstrating the value of our products/services and ensuring customer satisfaction.
• Identify at-risk accounts and implement strategies to mitigate churn.

Metrics and Reporting:

• Track and report on key performance indicators (KPIs) related to customer success, such as customer health scores, renewal rates, and NPS (Net Promoter Score).
• Use data and analytics to inform decision-making and improve customer success processes

Qualifications

• Proven experience in lead generation, sales, or business development, preferably in the e-learning or HR technology industry.
• 5 - 8 years experience in customer success, account management, or similar customer-facing roles.
• Proficient in English and Bahasa Malay language.
• Bachelor’s degree in Business, Marketing,
• Communications, or a related field, or equivalent experience.
• Experience in Software as a Service is a plus.
• Excellent problem-solving, communication and interpersonal skills, with the ability to build strong relationships.
• Proficiency in using customer relationship management (CRM) software and other relevant tools
• Customer-centric mindset with a passion for helping others succeed.
• Ability to thrive in a fast-paced, dynamic environment.

Location: Malaysia

About disprz

We are a fast-growing B2B SaaS company (Series C funded) in the learning and skilling tech space, with a key focus on driving learning-powered business transformation. Serving over 3 million learners and 400+ customer organizations, Disprz has established itself as a leading SaaS vendor in this market segment and across all major regions, including Asia-Pacific, Europe, Middle East and Africa, and North America. Through investments in AI & large language models (LLMs), we aim to revolutionize skill-based talent management.

We firmly believe in creating a global learning community where everyone, from knowledge workers to frontline employees, has equitable access to skill development opportunities. It's a journey filled with passion, innovation, and above all, a deep sense of purpose to make a positive impact on people's lives. We were ranked as a Leader and High Performer by G2 for Spring 2024 under the category of Learning Experience Platforms (LXP).

This is an exciting opportunity to be part of an innovative organization embarking on the next phase of its growth. Disprz has a friendly and inclusive culture that empowers teams, values work-life balance and encourages innovation and experimentation.

Why Join disprz? / What we offer for you ?

Diversity & inclusion - to value the right skills and ambitions, no matter what your age, experience, nationality, gender is.

Top decile package - Happens to come as an added perk as we recognize the great work you do.

Well being programs - To ensure that you are healthy and happy at all times

Life at disprz is... Fast-paced yet Balanced | Cutting edge yet Classic | Challenging yet Fun

A Sneak-Peek into our Culture - https://www.youtube.com/watch?feature=shared&v=GYlPdgY_C40