Customer Success Specialist
Koson Technology Sdn. Bhd. Ipoh Full-time
Bachelor’s degree in Business, IT, or related field (or equivalent practical experience).
- 2–4 years of experience in Customer Success, Business Analyst, Technical Support, or related roles.
- Familiarity with RPA tools and Business Intelligence solutions is highly desirable.
- Knowledge of Banking, Insurance, or other regulated industries is an advantage.
- Strong interpersonal and communication skills with the ability to build trust and explain technical concepts in simple terms.
- Highly organized, detail-oriented, and proactive in project follow-up.
- Ability to manage multiple tasks and stakeholders simultaneously.
- Proficiency with CRM systems, collaboration platforms, or ticketing tools is preferred.
- Language Requirement: Proficiency in English is required. Mandarin language skills are an advantage, given our client base.
- Client Engagement & Success
- Conduct product walkthroughs and explain iMBrace platform features in a clear, client-friendly manner.
- Understand and translate client business requirements into actionable solutions.
- Provide ongoing account services, ensuring customer satisfaction and long-term adoption.
- Proactively follow up on client requests, projects, and outstanding tasks.
- Act as the primary liaison between clients and internal teams, ensuring professional and responsive communication.
- Pre-Sales & Onboarding Support
- Participate in requirement gathering during pre-sales and PoC stages.
- Support demo account setup, proof-of-concept processes, and onboarding of new clients.
- Work closely with sales to align client expectations with deliverables.
- Internal Collaboration
- Communicate effectively with technical and business teams to ensure client requirements are well understood and implemented.
- Conduct quality checks on client deliverables before release.
- Track and manage scope or change requests, ensuring transparency with clients and internal stakeholders.
- Opportunity to work with cutting-edge AI, automation, and customer engagement solutions.
- Collaborate with clients in dynamic industries such as banking, insurance, and enterprise services.
- Be part of a fast-growing company where customer success is core to our mission.
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