Customer Success Officer

JOB SUMMARY

Customer Success Officer is responsible for managing client relationships and ensuring successful project delivery after sales are closed. This role acts as the main liaison between clients and internal teams, ensuring smooth onboarding, clear communication, timely execution, and high client satisfaction. This position also supports revenue growth through repeat orders, upselling, and long-term relationship management, while maintaining accurate client data and reports for management.

DUTIES AND RESPONSIBILITIES

Client Relationship & Customer Success Management

1. Serve as the primary point of contact for clients after sales are confirmed
2. Respond promptly to client inquiries via email, phone, WhatsApp, or meetings
3. Manage client onboarding and align expectations on scope, timelines, and deliverables
4. Conduct regular client meetings and follow-ups to maintain strong relationships
5. Prepare and present decks for project updates, reports, and upsell discussions
6. Collect client feedback and translate insights into internal improvements.

Sales Support, Upselling & Repeat Business

1. Re-engage past clients to explore repeat orders, renewals, and new opportunities
2. Identify upselling and cross-selling opportunities based on client needs and past projects
3. Support Business Development by maintaining warm client relationships post-sales
4. Track repeat order opportunities and client engagement status in CRM systems.
5. Attend client meetings, networking events, and industry activities when required

Project Management

1. Coordinate internal teams to ensure timely delivery of merchandise and event execution
2. Track project timelines, milestones, and deliverables
3. Communicate production progress and manage changes or risks proactively
4. Ensure quality standards are met and aligned with client expectations
5. Work with Marketing teams to prepare client collaterals and reports.

REQUIREMENTS

1. Bachelor's degree in business management, marketing, administration, communication, or related field
2. Strong client service orientation and problem-solving abilities
3. Ability to exercise good judgment in evaluating situations
4. Familiarity with CRM systems and customer data management
5. Advance communication skills, problem-solving skills and making decisions
6. Minimum 2 year experience in sales & business development
7. Accurate attention to detail
8. Goal-oriented, organized team player
9. Creative, able to work in fast-paced, and work as a team
10. Proficiency or must be adept in common software applications such as MS Office (WORD and EXCEL, PPT, and Canva

To apply, please fill out this form: https://bit.ly/HiringFormLiberty

Only shortlisted candidates will be contacted. Good luck!