Customer Success Manager

5 days ago

Hanoi, Vietnam Prudential plc Full time

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

This position is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Job Responsibilities:
Customer Success Management:

- Responsible for creating policies and procedures that optimize the customer experience. Manage and gather feedback from their customers, study other customer success programs and analyze customer data to identify the best practices make sure all customers receive the same quality of service
- Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services ensure that the customer gets the best service to enhance their satisfaction
- Evaluates and analyzes customer needs, checking on how the company’s promise is meeting customer needs and whether there are areas for possible improvement
- Develop adding value service and reducing churn base on retention strategy
- Manage in multiple phases of the customer lifestyle to have a bird’s eye perspective. See which problems affect multiple clients and forecast what those trends mean for future churn

Customer Resolution management:

- Be responsible for manage and provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes. Resolve customer complaints and answer customers' questions
- Monitor complaint activity and provides suggestions to appropriate company authorities to modify process or procedure based upon trending and related analyses.
- Create structures and clarify responsibilities to design the process clearly which feedback will be forwarded to which departments
- Work collaboratively with other departments on service resolution initiatives to eliminates obstacles and minimize its recurrence

Job Requirements:

- _ Communications, customer service or marketing degree_
- _ Highly organized and able to multi-task_
- _ Self-driven and proactive nature_
- _ Excellent communication and interpersonal skills_
- _ Demonstrate leadership qualities_
- _ High computer literacy and ability to learn new software_
- _ Knowledge of customer success processes_

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