Deskripsi Pekerjaan
Are you ready to kickstart your career in a dynamic, global environment? Informa Markets, a world leader in specialized markets and events, is looking for a proactive and detail-oriented Customer Success Enablement Specialist to join our growing team in Penang.
In this vital entry-level role, you will be the engine behind our customer success initiatives. Reporting to the Customer Success Enablement team, you will directly shape the customer journey from onboarding to retention. You will collaborate with Sales, Product, and Customer Support teams to create seamless experiences, develop training materials, and leverage data to ensure our customers are set up for long-term success with our platforms and services.
This is an ideal position for a recent graduate or early-career professional who is passionate about technology, business, and helping people. You will gain invaluable experience in CRM management, data analytics, cross-functional project coordination, and strategic communication within a company that values your growth.
If you are a creative problem solver with excellent communication skills and a genuine desire to make our customers successful, we want to hear from you!
Tanggung Jawab
- Support the Customer Success Enablement team in developing and implementing customer onboarding programs and training materials.
- Analyze customer data and usage metrics to identify trends, potential risks, and opportunities for enhancing customer satisfaction and retention.
- Create, maintain, and update a comprehensive knowledge base and FAQ documentation for internal teams and external customers.
- Collaborate with Sales and Account Management teams to ensure seamless handoffs and consistent communication throughout the customer lifecycle.
- Assist in the management of customer health scores, conducting outreach and follow-ups based on automated triggers and team priorities.
- Gather and synthesize customer feedback, working with Product and Marketing teams to drive improvements in our offerings.
- Administer and optimize key processes within our CRM (Salesforce/HubSpot) to ensure accurate tracking of customer interactions and success metrics.
- Contribute to team projects and initiatives focused on improving overall operational efficiency and the customer experience.
Kualifikasi
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- 0 to 2 years of experience in a customer-facing role, such as sales support, account management, or customer service (internships and co-curricular activities count).
- Exceptional written and verbal communication skills in English. Proficiency in additional Asian languages is a strong plus.
- Strong organizational and time-management skills with the ability to prioritize tasks effectively in a fast-paced environment.
- Proficient in the Microsoft Office Suite, specifically Excel, PowerPoint, and Word.
- Familiarity with CRM systems (e.g., Salesforce, HubSpot) and data analysis tools is highly desirable.
- Analytical mindset with a knack for deriving insights from data and a passion for solving complex problems.
- Team player with a positive attitude and a genuine empathy for understanding and addressing customer needs.