Senior Customer Success Management Executive (IT Industry)
KARUNA (SARAWAK) ENTERPRISE SDN. BHD.
Role Overview:
As a Senior Customer Success Executive at Karuna, you will play a pivotal role in building and
maintaining strong relationships with our clients, ensuring they derive maximum value from our
technology solutions. You will be responsible for driving customer retention, growth, and advocacy by
developing strategic account plans and engaging with key stakeholders within our customer
organizations.
Key Responsibilities:
Relationship Building:
Cultivate and sustain strong relationships with key stakeholders within customer organizations,
including executives, decision-makers, and end users, to ensure long-term satisfaction and partnership.
Strategic Account Management:
Develop and execute strategic account plans tailored to each customer's specific needs and goals, with
an emphasis on driving retention, growth, and advocacy within the tech space.
Onboarding and Training:
Lead the onboarding process for new customers, ensuring a seamless transition by providing in-depth
training on our technology products and services, and enabling customers to achieve their desired
outcomes.
Customer Engagement:
Regularly engage with customers to understand their evolving needs, identify opportunities for upselling
or cross-selling additional tech products or services, and address any concerns or challenges they may
face.
Primary Point of Contact:
Serve as the main point of contact for customer inquiries, concerns, or escalations, collaborating with
internal technical teams to quickly resolve issues and ensure customer satisfaction.
Customer Advocacy: Represent the voice of the customer within our organization, advocating for their
needs and priorities across all departments, and driving initiatives to enhance the overall customer
experience.
Feedback Analysis:
Collect and analyze feedback from customers on their experience with our technology solutions,
identifying trends and areas for improvement, and working with internal teams to drive product
enhancements or process optimizations.
Performance Monitoring:
Track and analyze key performance metrics related to customer success, such as customer
satisfaction scores, retention rates, and upsell/cross-sell opportunities, taking proactive measures to
ensure targets are met or exceeded.
Job Requirements:
Educational Background:
Bachelor’s degree in Business Administration, Marketing, IT or a related field is required.
Experience: Proven experience in a customer-facing role, such as customer success, account
management, or sales within the tech industry, with a strong track record of driving customer satisfaction
and retention.
Skills:
Strong interpersonal and communication skills, with the ability to build rapport, influence, and
collaborate effectively with both customers and internal technical teams.
Strategic Thinking: Demonstrated strategic thinking and problem-solving abilities, with a proactive and
solution-oriented approach to addressing customer needs and challenges.
Adaptability:
Ability to manage multiple priorities in a fast-paced, dynamic tech environment.
Technical Proficiency:
Familiarity with Customer Success software platforms and tools, as well as a solid understanding of
technology solutions and how they deliver value to customers.
Passion for Customer Success:
A deep commitment to customer advocacy and a passion for delivering exceptional customer
