Deskripsi Pekerjaan
Mitsubishi is seeking a dynamic and results-driven Senior Executive to lead our Customer Success initiatives in Shah Alam. In this key role, you will be responsible for building and nurturing strong, long-term relationships with our valued clients. Your primary focus will be on managing the entire customer lifecycle database, ensuring data integrity, and identifying opportunities to enhance the overall customer experience.
A significant part of your responsibility will involve mentoring and developing DCREs (Dealer Channel Relationship Executives). By empowering this team, you will drive performance improvements across the network and ensure our customers receive the highest level of service. You will act as a strategic partner to both the sales and support teams, translating customer feedback into actionable business insights to foster loyalty and retention.
We are looking for a proactive leader who thrives in a fast-paced environment and is committed to driving excellence in customer satisfaction and business growth.
Tanggung Jawab
- Oversee the end-to-end customer lifecycle to ensure high satisfaction and retention rates.
- Develop and mentor DCREs to improve their performance, product knowledge, and customer engagement strategies.
- Manage and maintain the customer relationship database (CRM) with a focus on accuracy and data security.
- Analyze customer data, usage patterns, and feedback to identify trends and recommend process improvements.
- Collaborate closely with the sales and product teams to resolve escalations and address client needs proactively.
- Prepare and present regular performance reports and strategic updates to senior management.
- Drive initiatives to enhance the overall customer experience (CX) and loyalty programs.
- Facilitate regular check-ins and reviews with key accounts to ensure continued alignment with business goals.
Kualifikasi
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 3-5 years of proven experience in Customer Success, Account Management, or Sales.
- Strong experience in managing dealer or channel relationships is highly desirable.
- Proficient in CRM software (e.g., Salesforce, HubSpot, or Microsoft Dynamics) and data analysis tools.
- Excellent communication and interpersonal skills, with the ability to influence and motivate others.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to work independently, manage multiple priorities, and meet tight deadlines.
- Leadership experience with a track record of mentoring junior staff effectively.