Sr. Executive, Customer Success

Job Description

As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Guide merchant base throughout their customer journey from onboarding through to repeat orders

• Serve as the primary point of contact and develop a trusted advisor relationship with merchants to ensure service usage achieves full business value

• Monitor delivery shipments from start to finish to ensure successful delivery

• Take ownership of escalated delivery issues and follow problems through to resolution

• Use customer data and analytics to uncover opportunities for new feature adoption and up-selling

• Identify churn risks and collaborate with the relevant internal teams to remediate and ensure a successful renewal

• Educate customers on the most recent updates and enhancements to our products/services

• Act as the merchant advocate, providing constant feedback with internal teams to improve the customer experience and product offerings

• Monitor performance and end-to-end movement of deliveries be it across external or internal parties

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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