Executive, Customer Success

Functions/Responsibilities:

(LONG VERSION)

1) Identify and Research Renewal Opportunities

a) Identify existing clients with upcoming renewals through various channels (e.g., CRM system, customer records, and databases).

b) Research client accounts to understand their current use of products and services, and potential needs for upgrades or additional services.

2) Proactive Client Engagement

a) Handle & assign customer, partner & distributor's requests via calls or emails and monitor to ensure closure of requests

b) Advise customer the importance of renewal & promote the benefits of the transition to new packages/SKUs and address any objections to renewal proposalsReach out to clients via phone, email, and social media well in advance of their renewal dates.

a) Handle objections from customers pertaining to renewal proposals, concerns or challenges they may have.Discuss the benefits of renewing their contracts and address any concerns or questions they may have.

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d) Handle and develop new sale leads/enquiries.

3) Closing Sales

a) Negotiate and close sales deals to achieve or exceed sales targets.

b) Prepare and send quotations, proposals, and contracts to customers.

4) Order Processing

a) Receive and review review customer orders for accuracy and completenessfor accuracy against quotations..

b) Load orders to Enter orders into the order management system and follow up on shipment confirmation confirm order details with relevant parties.customers.

c) Work closely with finance teams to ensure accurate and timely order fulfillmentfulfilment and billing.

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5) Customer Communication.

a) Provide order status updates to customers and address any inquiries or concerns.

b) Resolve issues related to order discrepancies, delays, or damages promptly and effectively.

6) Compliance and Documentation

a) Ensure orders comply with legal and regulatory requirements.

b) Maintain records of orders, invoices, and shipping documents.

7) Cross-functional Collaboration

a) Work closely with sales to process order within expectations.

b) Collaborate and facilitate with principal to resolve issues related to orders, trade compliance and fulfillment.

8) Customer Data Management

a) Ensure accuracy and integrity of Maintenance of customer data in CRMrelated systems to s.

a) Support account management and customer retention activities.

CRM and Tools Management

Maintain and update CRM and sales tools.

a) Provide training and support for sales team on tool usage.

Performance Requirements:

. Proven competency using MS Office application, order management systems and CRM software

. An excellent relationship builder with proven sales track record

. Strong understanding of order processing

. Strong communication and interpersonal skills and be able to build collaborative relationships with both internal and external contacts

. Must demonstrate high integrity with an ability to maintain confidentiality while handling sensitive information

. Ability to remain composed and professional when working under pressure

. Must possess a positive attitude with a professional presentation and work well in a team environment

. Must possess strong sense of urgency with all work-related tasks and projects

. Must possess strong organizational and time management abilities.

. Demonstrated ability to produce high quality work, handle competing priorities and an eye for details

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Education or Qualification:

. At least a Diploma in Business Studies/Administration.

. Minimum 3-5 years of prior experience working in a corporate environment and be comfortable dealing with senior executives.

. Minimum 3-5 years of sales experience within the IT industry will be advantage.

. Proficiency in English & Mandarin, both written and spoken, is preferred to effectively manage and engage with the Asean and TaiwaneseChinese markets.