Zendesk
Tengku Nuraini
Client Success Management (CSM)
Subang Jaya
Summary
Self-motivated individual with a strong willingness to learn and continuously develop new skills. Demonstrated ability to work independently and collaboratively within a team environment.
Experienced with client relationship management and enhancing customer satisfaction. Utilizes effective communication and strategic problem-solving to address client needs and foster loyalty. Knowledge of industry best practices and delivering consistent client success and retention.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Client Success Management (CSM)
NINJAVAN SDN BHD
10.2024 - Current
- Build and maintain strong, long-lasting client relationships.
- Facilitated regular check-ins and business reviews to assess client progress and explore expansion opportunities.
- Collaborated cross-functionally with sales, operations, support, and marketing teams to develop and deliver value-added solutions aligned with company goals.
- Worked closely with cross-functional teams and client representatives to resolve issues promptly, delivering value-added service that supports client retention and drives account expansion.
- Achieved a 90% client retention rate by building strong, trust-based relationships and delivering exceptional service.
- Conduct regular meetings and business reviews with clients to assess needs and performance.
Key Account Executive
NINJAVAN SDN BHD
08.2023 - 10.2024
- Maintained accurate client records and performed regular data entry tasks to support reporting, billing, and performance tracking.
- Maintained accurate sales forecasts and reports, tracking key account metrics and growth targets.
- Conducted regular business reviews and performance analysis to assess client satisfaction and identify areas for improvement.
- Address and resolve client escalations promptly to maintain high service levels and trust.
- Maintained accurate records of escalations, resolutions, and follow-ups to improve processes and service quality.
- Effectively managed multiple clients and priorities in a fast-paced, dynamic environment.
- Resolve client issues and complaints promptly to maintain trust and satisfaction.
Customer Service & Data Entry
NINJAVAN SDN BHD
02.2021 - 08.2023
- Handled ad hoc customer requests and internal communications through messaging systems and phone calls.
- Recorded and updated customer interactions and service details accurately into the system as part of regular data entry responsibilities.
- Contributed to documentation and correspondence preparation to support smooth customer service operations.
- Supported shippers by handling inquiries related to shipping status, issues, and general concerns to maintain high levels of satisfaction and loyalty.
- Performed data entry tasks including updating customer information, processing orders, and logging service requests.
- Maintained confidentiality and adhered to data privacy policies when handling sensitive customer information.
Education
Diploma - Public Relations & Entertainment Management
Management and Science University (MSU)
Subang Jaya01-2020
Skills
Customer engagement
Client relationship management
Customer relationship development
Software
Salesforce
Metabase
Redash
Timeline
Client Success Management (CSM)
NINJAVAN SDN BHD
10.2024 - Current
Key Account Executive
NINJAVAN SDN BHD
08.2023 - 10.2024
Customer Service & Data Entry
NINJAVAN SDN BHD
02.2021 - 08.2023
Diploma - Public Relations & Entertainment Management
Management and Science University (MSU)