Account Manager Asia Pacific
IBFD is the leading international provider of cross-border tax expertise. An independent, non-profit foundation, IBFD has a long-standing history in supporting and contributing to tax research and academic activities. IBFD utilizes a global network of tax experts to serve Fortune 500 companies, governments, universities, international consultancy firms and tax advisors. IBFD’s core business is research, publishing (online and print) and education in international taxation. All IBFD products are accessible through IBFD’s Tax Research Platform, the powerful online engine behind efficient tax information and research. Founded in 1938 and headquartered in Amsterdam, IBFD also has a local presence in important markets such as North America, Asia and China. At our office in Kuala Lumpur, we are looking for a Customer Success Specialist.
Your role as a Customer Success Specialist
Within our Customer Success department we are looking for a colleague to strengthen our team. The Customer Success Representative plays a pivotal role in ensuring the success and satisfaction of our clients through the delivery of exceptional service and support. The external customer base is mostly Business-to-Business (B2B), comprising large corporations, tax consultancies, booksellers, governments, and not-for-profit organizations, with some Business-to-Customer (B2C) contact. We are dedicated to providing internal support within IBFD departments including finance, international tax training, marketing & sales.
Tasks and responsibilities
- Be able to work both within a team structure as independently.
- Provide timely and professional support to our clients, in line with our Service Level Agreements.
- Collaborate closely with Marketing and Sales to enhance customer loyalty, identify upsell opportunities and ensure a great customer experience.
- Actively contribute to the continuous improvement of internal processes.
- Act as a bridge between customers and internal teams, sharing customer feedback to drive product and services improvements.
- Is familiar with working in a CSR role in a B2B industry.
- Proficient in English and fluency in additional languages is a plus
- Excellent communication and presentation skills.
- Problem-solving ability, backed by good judgement.
- Self-starter, proactive and resilient.
- Ability to collaborate across departments and teams.
Requirements
- At least 3 years of experience working in a customer support environment, with a preference for experience in the SaaS industry.
- Experience as a customer success is a plus.
- A study background in business administration or related studies.
- Knowledge of and familiar with a CRM or ERP system.
Salary & Benefits
We offer a competitive salary, depending on relevant work experience, background, and education, and a comprehensive package of (flexible) fringe benefits which includes, among others, medical coverage. Attractive training and development opportunities.
Join us in shaping the future of our company and make a significant impact in the Asia Pacific region!
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Region:
- Noord-Holland
Application deadline:
07/07/2025
Expected start date:
01/08/2025
Location:
Kuala Lumpur
Company homepage:
https://www.ibfd.org/Office address:
Rietlandpark 301 1019 DW Amsterdam