Customer Success Officer

Onboarding:

• Manage the entire onboarding process for new customers beginning to end from sales handover to configuration to training, ensuring customers rollout the platform as quickly as possible.
  
• Deliver confident training sessions which effectively communication value to customers.
  
• Maintain a detailed understanding of products and services.
  
  

Inquires resolution:

• Establish a solid communication channel with customers to guide them during their product experience.
  
• Provide technical support to customers.
  
• Resolve time sensitive and high-pressure queries.
  
• Escalate to direct manager & related units any issues that might be alarming or require upper management interference.
  

Clients Retention & Growth:

• Manage existing customer relationships, leveraging strong executive relationships to drive business growth, customer value, satisfaction, and retention and renewal results within the assigned accounts.
  
• Train Clients on new products updates.
  
• Provide actionable insights to the product development team based on customer feedback.
  
• Taking thru any assignment related to the customer success program and the well-being of Resal (exhibitions, client meetings, new initiatives, special client & product projects)
  
  

Key internal working relationship:

• Working closely with product, merchant partnership, marketing, operation, finance.
  

Requirements

• Degree qualification preferably in business or related fields
  
• Minimum of 1 years experience in customer service or customer success position.
  
• Strong skills in verbal and written communications, strategic planning, and project management
  
• Analytical and process-oriented mindset.
  
• Ability to work effectively across multiple departments in a deadline-driven environment.