Champion Success Officer

Champion Success Officer

• The Customer Success Officer will be responsible for ensuring a seamless and positive experience for customers/partners throughout their engagement with MAX. The role combines training and onboarding, vision testing, welfare support, escalation management, issue resolution, and customer activation/deactivation.
• The ideal candidate will serve as a key point of contact for customers/partners, ensuring they are properly onboarded, supported, activated, and retained while maintaining high service and compliance standards.

Key Responsibilities

Training & Onboarding – Academy:

• Champion the end-to-end training and onboarding process for new customers/partners through the Academy.
• Facilitate onboarding sessions and ensure participants receive the required knowledge, skills, and information.
• Track onboarding progress and ensure all required documentation and training requirements are completed.
• Identify onboarding gaps and recommend improvements to enhance the customer experience.
• Maintain accurate records of training attendance, completion, and onboarding status.
• Collaborate with relevant teams to ensure a smooth transition from onboarding to active operations.

Vision Test Management:

• Conduct or coordinate vision tests as part of the onboarding and compliance process.
• Ensure all customers/partners undergo the required vision screening before activation.
• Accurately document and update vision test results on the relevant systems.
• Escalate failed or inconclusive vision tests for appropriate review and resolution.
• Ensure compliance with established vision-testing standards and procedures.

DXP Responsibilities – Welfare, Escalation & Resolution:

• Serve as a key support contact for customer/partner welfare-related concerns.
• Receive, investigate, and resolve customer/partner complaints and operational issues.
• Manage escalations effectively and ensure issues are resolved within agreed timelines.
• Follow up with customers/partners to ensure satisfactory resolution and closure.
• Identify recurring issues and provide insights to relevant teams for corrective action.
• Maintain accurate records of complaints, escalations, resolutions, and customer interactions.
• Demonstrate empathy and professionalism when handling sensitive welfare and customer-related matters.

Customer/Partner Activation & Deactivation:

• Manage the activation process for customers/partners who have successfully completed all onboarding and compliance requirements.
• Verify that all required documentation, training, testing, and eligibility requirements are fulfilled before activation.
• Process deactivation requests in line with approved policies and procedures.
• Ensure accurate and timely updates of activation/deactivation status on relevant systems.
• Coordinate with relevant departments to resolve issues preventing activation or requiring deactivation.
• Maintain proper documentation and audit trails for all activation and deactivation activities.

Requirements

• Education: Bachelor’s Degree in Business, Education or relevant fields
• MBA or relevant certifications is an advantage.
• 2-3+ years experience in customer experience, teaching or related field.
• Experience in startups, mobility, fintech, logistics, marketplaces, academic institution or tech-enabled businesses is strongly preferred.
• Proven track record of customer satisfaction and customer retention, or product communication
• Experience working with performance marketing, CRM, lifecycle marketing, and analytics tools.

Skills & Competencies:

• Strong analytical and problem-solving skills.
• Proficiency in Google Suite tools.
• Excellent stakeholder management and communication skills.
• Strong execution discipline with the ability to manage multiple priorities.
• Commercially minded with strong business acumen.