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Customer Success Manager
2 weeks ago
About us:
Kegmil is revolutionizing the way mission-critical facilities and assets are repaired and maintained via complex systems of people and processes. We are on a mission to empower millions of deskless field service professionals in Southeast Asia with superior technology and insights to supercharge their operational efficiency, service performance and profitability.
Who are we seeking?
Kegmil is seeking an empathetic and client obsessed team member to help customers realize our product's benefits and value by driving adoption and usage. As our first Customer Success Manager, you will have the opportunity to build the Customer Success team and foundational processes from the ground up.
You will be the liaison for onboarding and training of new customers, and as their main advocate and trusted advisor, recommend solutions to the challenges they face. Acting as the voice of the customer, you will identify gaps and help our Product team prioritize key product development decisions. You have a major impact on customer satisfaction, retention, growth and ultimately creating “Kegmil Evangelists” by helping them succeed in their field service businesses. We are an ambitious bunch with big targets to meet in the year ahead - and you will be instrumental in driving our success
**Responsibilities**:
- Develop and execute on effective customer onboarding and user training activities
- Help our portfolio of SME customers to rapidly adopt our product and see first value
- Manage and escalate customer issues and work with Product team on enhancement requests
- Develop best practices that establish better customer support practices and experience
- Manage update-to-date knowledge base tutorials, training videos, FAQs and release notes
- Conduct regular client check-ins to mitigate churn risks and uncover expansion opportunities
- Encourage customer advocacy through surveys, testimonials, case studies and success stories
**Requirements**:
- Good listener and empathetic communicator
- Excellent communication skills (verbal, written and presentation)
- Ability to multi-task, prioritize and manage time effectively
- Execution oriented with keen attention to detail
- Comfortable working in a fast-paced, loosely structured startup environment
- Experience in customer success or account management roles - preferably in B2B SaaS
