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Product Success Executive

Operations and admin
Full-time
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TTDI, Kuala Lumpur

About The Job

You will: 
  • Be the single point of contact for the platform, cultivating stakeholder relationships and communications while managing stakeholders’ expectations
  • Follow up with mentors and mentees prior to and after completion of mentoring sessions
  • Support clients through the entire implementation cycle, from launch to post-implementation support
  • Respond to customer queries in a timely and accurate manner
  • Schedule regular meetings with clients for feedback and to ensure they are satisfied
  • Track and measure key data for both Portal and FutureLab.my i.e. site visits, sign up, bookings, completion, demo requests, etc
  • Gather customer feedback to share with Product, Sales and Marketing teams
  • Define key features of the platform & success criteria
  • Help sales team up-sell or cross-sell services and products
  • Support the team when needed and not limited to events and community gatherings
  • Help clients maximize their ROI with our product
  • Ensure both the company and clients adhere to contract terms
  • Do quality checks on FutureLab’s product and services
  • Influence our technology platform for the better and have views on how it can help grow the community better
  • Monitor client/customer complaints on various platforms and reach out to provide assistance
  • Inform clients about new features and functionalities
  • Come up with Customer Experience processes and SOPs 

Job Requirements

  • An affinity for SaaS enterprise software
  • Has experience in managing SaaS implementations
  • High attention to detail and strong follow-through ability
  • 1year working experience in a startup or similar style environment 
  • Experience managing projects with lots of moving parts
  • Strong communication skills and high levels of empathy
  • Excellent command of written and spoken English
  • Degree in Business, Engineering, Information Systems, working experience in a related field or equivalent experience

Our Culture

FUTURELAB VALUES

Having a Growth Mindset: We believe that life gives you lessons, as long as you are open to receiving them. We aim to create a community where people are motivated to share and learn from each other. When you practice continuous learning, you will inevitably be teaching yourself to stay ahead and stay on top!

Creating Your Own Reality: We want to create an environment where people are empowered to approach others to get the answers they need to make informed decisions about their career. We would like to take away the overwhelming feeling of helplessness that many associates with finding a job. Our goal is not just to help you find a job, but to give you the right tools you need to build a career that you love!

Adding Value to Society: We believe that experience equals knowledge and everyone’s experience is worth sharing. We encourage people to practice open-source information sharing because you never know who your experience may help, you never know who your story may inspire. More than just sharing information, FutureLab also creates a safe environment for people to come together to attain career insights and information that could help shape your future!

ABOUT FUTURELAB

FutureLab is an edtech startup that aims to bridge the knowledge gap between education and the future workforce through their digital platform. Where students, aspiring entrepreneurs and young professionals can connect to industry mentors around the world to gain informal guidance and direction to reach their personal and professional goals.
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