Customer Success Executive
Private Advertiser
Description
We Are Looking For
As the Customer Success Executive, you will be the main point of contact between the client and the internal stakeholders. You will constantly adopt a win-win mindset for both the client and PDG and strive for the best client experience. You will be reporting to the Customer Success Manager and work cross-functionally, coordinating between departments for a unified response and to deliver to the clients’ expectations.
Job Responsibilities
Assist the Customer Success Manager in end-to-end client management
Advocator for customers when working with internal stakeholders
Recognize value-added customer service opportunities and proactively pursue these opportunities through the appropriate channels
Explain to customers on PDG’s setup, business processes, products and services so they understand our plans, offerings, and capabilities
Ensures high-quality service delivery and customer satisfaction through proactive service management such as conduct regular business reviews and surveys
Manage customer’s requests, issues and escalations and ensure requests/ issues are resolved timely and provide prompt responses
Work cross-functionally, coordinating between departments to deliver to clients’ expectations
Ensure Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs) required by customers are attained by the Company
Coordinate responses and internal support to customer-related audit requests
Develop and present internal and customer reporting packages; ensure reporting and communications is frequent and bi-directional
Qualities You Should Have
Bachelor’s Degree
Minimum 1-2 years of experience in customer success/ customer support/ project management, or data center / IT service delivery
Strong command English and Mandarin, both written and spoken
Attention to detail and strong administrative capabilities
Excellent customer facing skills and a desire to drive high customer satisfaction
Process oriented with the ability to effectively multi-task in a very fast paced environment
Comprehend equipment specifications, contract terms and conditions and statements of work