Darwinbox Hiring! Full Time HCM Consulting (CSM) in Federal Territory - Ricebowl

HCM Consulting (CSM)

Location: Kuala Lumpur, Malaysia

About the Role: We are seeking a HCM Consultant to play a critical role in driving the strategic success and transformation of HR systems. You will serve as a bridge between business needs and technology, leveraging your expertise to drive impactful outcomes in workforce management. You will focus on improving customer engagement, product adoption, and ensuring long-term partnerships, while also identifying cross-sell and upsell opportunities to maximize customer value

Key Responsibilities:

• Optimize Customer Success Processes: Leverage innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, driving improved outcomes for customers.
• Customer Advocacy & Engagement: Curate compelling case studies, testimonials, and references to highlight customer success stories and ensure continuous engagement.
• Boost Product Adoption: Develop and execute strategies to enhance product usage and adoption tailored to HR SaaS needs.
• Cross-sell and Upsell: Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime value.
• Maximize Renewals: Drive strategies that maximize customer renewals and foster long-term partnerships by understanding customer needs and aligning solutions.
• Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and a unified product roadmap.
• Client Relationship Management: Build and maintain trusted relationships with key stakeholders, using client feedback to influence product innovation and enhancements.

Qualifications:

• Experience: Minimum 6+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities.
• Adaptability: Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution.
• Sales Acumen: Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue.
• Data-Driven: Ability to analyze and interpret customer success metrics, making informed decisions that drive results.
• Stakeholder Management: Experience in building and maintaining relationships with key stakeholders, both internally and externally.