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Customer Success

3 months ago

Malaysia Hiredly X Full time

Job Responsibilities:

  1. Lead end-to-end delivery of technical projects, ensuring alignment with business objectives.
  2. Collaborate with software development teams, architects, and engineers to define project scope, requirements, and deliverables.
  3. Manage implementation timelines, resources, and customer expectations across multiple accounts.
  4. Serve as the primary point of contact for customers throughout the implementation process and beyond.
  5. Oversee integration processes, ensuring they are completed within the defined timeline and scope.
  6. Coordinate with internal teams and external partners to resolve implementation challenges and maintain project momentum.
  7. Proactively identify opportunities to enhance customer experience and drive product adoption.
  8. Gather and analyze customer feedback to inform product improvements and future development priorities.
  9. Facilitate communication between technical teams and non-technical stakeholders.
  10. Develop and maintain strong relationships with key customers, addressing their technical issues and providing regular updates.
  11. Create and deliver customer training materials and documentation to facilitate smooth onboarding and product adoption.
  12. Conduct customer training sessions and workshops to ensure effective use of the product.
  13. Monitor customer health metrics and usage patterns to identify at-risk accounts and drive engagement.
  14. Collaborate with the sales team to support upsell and cross-sell opportunities within existing accounts.
  15. Ensure adherence to implementation best practices and quality assurance processes.

Minimum Requirements:

  1. Bachelor's degree in Computer Science, Information Technology, or related field.
  2. 3+ years of experience in customer success, implementation, or technical account management roles.
  3. Strong understanding of software implementation methodologies and best practices.
  4. Proficiency in project management and customer relationship management tools (e.g., Jira, Confluence, Trello).
  5. Experience with cloud technologies (AWS, Azure, or Google Cloud) and SaaS implementations.
  6. Excellent problem-solving skills and ability to navigate complex technical challenges.
  7. Outstanding communication skills to effectively engage with both technical and non-technical audiences.
  8. Proven track record of driving customer satisfaction and retention.
  9. Ability to manage multiple customer accounts and priorities simultaneously.
  10. Strong presentation and training skills.
  11. Strong understanding of software development lifecycles and methodologies (Agile, Scrum, DevOps) would be a plus.
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