Deskripsi Pekerjaan
About Informa Markets
Informa Markets creates platforms for industries and specialist markets to trade, innovate, and grow. As the world’s leading exhibitions organizer, we deliver over 450 international B2B events across various sectors. We are looking for a motivated and detail-oriented Customer Success Enablement Specialist to join our growing team in Penang.
The Role
In this tactical, entry-level role, you will join the Customer Success Enablement team to directly impact customer satisfaction and retention. You will be responsible for providing our Customer Success Managers with the tools, training, and processes they need to deliver exceptional value to our global clients. This is a unique opportunity to learn the intricacies of the customer lifecycle in a fast-paced B2B environment.
As an Enablement Specialist, you will act as the bridge between strategy and execution. You will help manage our internal knowledge base, assist in the deployment of new software tools, and analyze performance data to identify areas where our CS team can improve. If you are a proactive problem-solver with a passion for efficiency and customer-centricity, Informa Markets offers a clear path for professional growth and global exposure.
Tanggung Jawab
- Assist in the creation and maintenance of internal training documentation and 'Playbooks' for the Customer Success team.
- Support the onboarding process for new hires within the CS department to ensure a smooth transition and rapid productivity.
- Monitor and report on key performance indicators (KPIs) related to customer health and retention.
- Help manage and optimize the Customer Success tech stack, including CRM tools and communication platforms.
- Coordinate internal workshops and feedback sessions to identify bottlenecks in the customer journey.
- Maintain the integrity of customer data within our internal systems to ensure accurate reporting.
- Collaborate with the Marketing and Sales teams to align enablement resources with current campaigns.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
- 0-2 years of experience in Customer Success, Sales Support, or an administrative role (Fresh graduates are encouraged to apply).
- Excellent verbal and written communication skills in English.
- Strong analytical mindset with the ability to interpret data and trends.
- Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
- Experience with CRM software (e.g., Salesforce) is highly advantageous.
- A proactive attitude with the ability to manage multiple tasks and deadlines effectively.