Customer Success Specialist

Description

**Job Description** A Client Success Manager (CSM) at Digizent/FlexFormz is a proactive, relationship-oriented professional responsible for ensuring customers achieve their desired outcomes using our platform. Acting as a bridge between customer needs and product capabilities, the CSM focuses on satisfaction, retention, and long-term growth through strategic guidance, proactive engagement, and continuous advocacy for the customer’s interests. **SKILLS AND PERSONAL QUALITIES** * Proficiency in English and excellent written, verbal, and presentation skills. * Knowledge of technical platforms and products, with the ability to translate technical information into clear, accessible language for customers. * Proven experience in customer service, customer success, or account management roles, with demonstrated leadership and sense of responsibility. * Excellent interpersonal skills, including strong empathy, patience, and adaptability. Ability to manage difficult conversations and professionally de-escalate tense situations. * Ability to analyze problems, identify root causes, and detect systemic issues using data and customer insights. * Strong organizational skills, attention to detail, and ability to manage multiple priorities, escalations, and responsibilities simultaneously. * Customer- and continuous-improvement-oriented mindset, with strong accountability for customer outcomes, service quality, and business impact. **JOB RESPONSIBILITIES** * Bachelor’s degree in Business Engineering, Industrial Engineering, International Relations, Marketing, or a related field. * Prior experience delivering high-level customer service. * Lead and oversee customer service interactions across all channels—including meetings, email, and escalations—ensuring timely, empathetic, and high-quality responses that meet service standards. * Serve as the primary point of contact for escalating complex incidents, complaints, and customer conflicts. Coordinate with internal teams to drive resolution and ensure outcomes that reinforce customer trust. * Provide feedback and guidance to Project Managers and customer service teams, overseeing quality, consistency, and process compliance while promoting continuous improvement. * Maintain deep knowledge of internal products and services (FlexFormz) to clearly explain technical concepts to customers and facilitate informed decision-making. * Develop, document, and optimize support processes, workflows, and knowledge base content to improve efficiency, scalability, and service quality. * Ensure accurate documentation of customer interactions, escalations, and resolutions, maintaining data quality for reporting, insight generation, and decision-making. * Identify additional sales opportunities, renewal risks, and retention strategies based on customer feedback, usage patterns, and support data. **BENEFITS** * Statutory benefits * Enhanced benefits starting from month three * Grocery vouchers * Major medical expense insurance * Excellent work environment * Flexible work scheme Salary: $15,000\.00 per month Benefits: * Major medical expense insurance * Grocery vouchers Application Question(s): * What is your level of conversational English? * Do you have experience delivering high-level customer service? For how long? * Do you possess technical knowledge in digital environments? * Have you worked with any payment or subscription platforms? Which ones? * What tools have you used to document and track your customers? Work Location: On-site employment