Customer Success Executive

Mô tả Công việc

1. Customer Success & CRM Support

• Maintain and update Customer Master Data to ensure accuracy and completeness.
• Track adoption rates and assist internal teams and partners in using CRM/digital platforms effectively.
• Gather feedback, troubleshoot issues, and recommend process and feature improvements.

2. Digital Project Coordination

• Support the rollout of Digital Transformation initiatives (CRM, DMS, Omnichannel, Data Integration).
• Monitor project progress, prepare status reports, and escalate issues to the Digital Head.
• Coordinate with cross-functional teams (Sales, Marketing, IT, Customer Service) to ensure smooth data flow and consistent customer experience.

3. Data & Insights

• Conduct regular data cleaning and standardization to enable accurate analysis.
• Assist in building performance reports (KPIs, BI dashboards, campaign tracking).
• Perform customer segmentation and behavior analysis, providing actionable recommendations to improve experience and retention.

4. Training & Adoption

• Prepare user guides, demo videos, and conduct training sessions for new users.
• Ensure all relevant departments understand processes and objectives when new features or systems are implemented.

5. Customer Engagement Tracking

• Track and report customer touchpoints throughout the journey.
• Propose retention strategies and initiatives to increase Customer Lifetime Value (CLV).

Yêu Cầu Công Việc

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Economics, or related fields.
• 1–3 years of experience in Customer Success, CRM Support, or Digital Project Coordination.
• Familiarity with CRM/Digital platforms (Salesforce, Odoo, Bizfly, Oracle, etc.) is a plus.
• Strong analytical skills with proficiency in Excel/Google Sheets; Power BI/Tableau is a plus.
• Excellent communication skills; proactive and collaborative in cross-functional environments.

Core Skills:

• CRM Operations & Data Management
• Project Coordination & Process Tracking
• Customer Journey Mapping
• Cross-functional Communication
• Basic Business Analytics & Reporting

KPIs:

• CRM Data Accuracy: ≥ 95%
• On-time Project Milestones: ≥ 90%
• Internal Stakeholder Feedback Score: ≥ 8/10
• Average Issue Resolution Time: ≤ 3 days