Customer Success

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia MVC Resources Full time
Customer Success & Implementation Specialist

MVC Resources Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Currently, we are seeking a highly motivated and exceptional individual to join our team as a Customer Success & Implementation Specialist in Kuala Lumpur, Malaysia. This pivotal role is central to our belief that a dedicated, growth-focused team is the key to sustaining our momentum and achieving continuous success.

What You Will Handle:

  • Lead the end-to-end delivery of technical projects, ensuring seamless alignment with overarching business objectives.
  • Work closely with software development teams, architects, and engineers to define clear project scopes, requirements, and deliverables.
  • Manage implementation timelines, resource allocation, and customer expectations across multiple accounts to ensure successful outcomes.
  • Act as the primary point of contact for customers throughout the implementation process and provide ongoing support post-implementation.
  • Oversee and ensure timely, within-scope completion of integration processes.
  • Collaborate effectively with internal teams and external partners to resolve challenges and maintain consistent project momentum.
  • Proactively identify and seize opportunities to enhance customer experience, driving higher product adoption.
  • Collect and analyse customer feedback to inform product refinements and prioritise future development initiatives.
  • Facilitate clear communication between technical teams and non-technical stakeholders to ensure alignment and understanding.
  • Build and nurture strong, long-lasting relationships with key customers, addressing their technical concerns and delivering regular project updates.
  • Demonstrate exceptional problem-solving skills to navigate complex and multifaceted challenges.
  • Develop and deliver customer training materials and documentation to ensure smooth onboarding and successful product adoption.
  • Conduct training sessions and workshops, empowering customers to fully leverage the product.
  • Monitor customer health metrics and usage patterns to identify at-risk accounts, and implement strategies to improve engagement.
  • Collaborate with the sales team to explore and support upsell and cross-sell opportunities within existing accounts.
  • Ensure strict adherence to implementation best practices and quality assurance processes.
  • Manage integration processes with precision, ensuring successful completion within the defined timeline and scope.
  • Coordinate with internal teams and external partners to overcome integration challenges and maintain project progress.

What You Bring:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 3+ years of experience in customer success, implementation, or technical account management.
  • Strong understanding of software implementation methodologies and industry best practices.
  • Proficiency in project management and customer relationship management tools (e.g., Jira, Confluence, Trello).
  • Experience with cloud technologies (AWS, Azure, Google Cloud) and SaaS implementation projects.
  • Exceptional problem-solving abilities and a track record of navigating complex technical challenges.
  • Outstanding communication skills & consultative to engage effectively with both technical and non-technical stakeholders.
  • Proven ability to drive customer satisfaction, retention, and loyalty.
  • Demonstrated capacity to manage multiple customer accounts and competing priorities.
  • Strong presentation, training, and facilitation skills.
  • Familiarity with software development lifecycles and methodologies (Agile, Scrum, DevOps) is a plus.

What You Get:

  • Hybrid & flexible working arrangements
  • Competitive package & comprehensive employee benefits
  • Continuous learning and development support including Sponsorships for training and education
  • An open & growth-focused environment that embraces innovation and excellence
  • A vibrant culture that encourages ideas, inputs, suggestions and changes
  • Regular team/company catch-ups
  • We advocate work-life balance - Birthday leave, childcare leave, caregiver leave, mental health leave etc
  • Medical benefits and private hospitalisation insurance
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Project Management

Industries

IT Services and IT Consulting

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