Customer Success Manager

Summary

Join Exely, a global IT company specializing in online solutions for the hotel industry, as a Customer Success Manager in Johor Bahru, Malaysia. You will be the primary contact for local clients, addressing their queries and enhancing their performance. Responsibilities include conducting regular client check-ins, collaborating with internal teams to resolve issues, and proactively boosting direct online sales. This role requires strong communication and analytical skills, experience in account management or related fields within the hospitality or tech sectors, and proficiency with CRM and software tools. Exely offers a competitive salary, commissions, remote work flexibility, health insurance, and various professional development opportunities.

Requirements

• Based in Johor Bahru, Malaysia
• Able to go on business trips at least once per quarter
• At least 1 year hands-on experience within Account Management/Sales/Revenue management/Customer Success in Hotels/OTAs/HotelTech/IT-companies/E-com/Airlines
• Strong communication skills, both written and verbal Thai and English
• Very proactive, able to build strong relationships with clients
• Strong analytical skills
• Comfortable with CRM and computer software (Excel, Power BI)
• Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira)

Responsibilities

• Be the primary contact for local clients in Malaysia, addressing any queries or issues early on
• Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly
• Arrange and hold frequent check-ins and quarterly business reviews to monitor client progress and discover new prospects for growth. We expect you will be able to handle 15 onsite meetings per month with clients
• Work alongside internal teams to fix client problems promptly and ensure their experience is smooth
• Work with the current customer base proactively to boost direct online sales
• Keep focus on revenue strategy and help partners in achieving high results
• Participate in local events and be engaged in the proactive marketing activities such as webinars, exhibitions and business breakfasts with partners
• Work in an global team and have a good opportunity to exchange experience and implement the best practices in life
• Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices
• Promote our clients' interests within the organisation, encouraging the creation of new product features and developments, based on feedback from our clients

Preferred Qualifications

• Experience in OTA/Hotels (Revenue/Sales/Marketing/E-com departments) would be a great advantage
• Knowledge of revenue structure of hoteliers would be a great advantage

Benefits

• Competitive salary based on your experience
• Commissions based on KPI
• It's remote full time job with working hours 09AM-6PM (timezone where you are located in)
• Laptop, headset and mobile phone for work
• Health insurance after probation
• You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings
• The start-up environment is fast-paced and constantly growing, with full support from our established international team
• The company covers business trips around Malaysia
• English Speaking Club with colleagues from around the world
• Online&Offline camps, workshops and gatherings
• Network with colleagues from all over the world (Random Coffee Program)