Customer Success

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Hiredly X Full time

This job is for a Customer Success & Implementation Specialist. You might like this job because you will lead project delivery, enhance customer experience, resolve challenges, and drive product adoption through customer interaction and technical coordination.

Responsibilities
  • Lead end-to-end delivery of technical projects, ensuring alignment with business objectives
  • Collaborate with software development teams, architects, and engineers to define project scope, requirements, and deliverables
  • Manage implementation timelines, resources, and customer expectations across multiple accounts
  • Serve as the primary point of contact for customers throughout the implementation process and beyond
  • Oversee integration processes, ensuring they are completed within the defined timeline and scope
  • Coordinate with internal teams and external partners to resolve implementation challenges and maintain project momentum
  • Proactively identify opportunities to enhance customer experience and drive product adoption
  • Gather and analyze customer feedback to inform product improvements and future development priorities
  • Facilitate communication between technical teams and non-technical stakeholders
  • Develop and maintain strong relationships with key customers, addressing their technical issues and providing regular updates
  • Create and deliver customer training materials and documentation to facilitate smooth onboarding and product adoption
  • Conduct customer training sessions and workshops to ensure effective use of the product
  • Monitor customer health metrics and usage patterns to identify at-risk accounts and drive engagement
  • Collaborate with the sales team to support upsell and cross-sell opportunities within existing accounts
  • Ensure adherence to implementation best practices and quality assurance processes
Job Requirements
  • Bachelor's degree in Computer Science, Information Technology, or related field
  • 3+ years of experience in customer success, implementation, or technical account management roles
  • Strong understanding of software implementation methodologies and best practices
  • Proficiency in project management and customer relationship management tools (e.g., Jira, Confluence, Trello)
  • Experience with cloud technologies (AWS, Azure, or Google Cloud) and SaaS implementations
  • Excellent problem-solving skills and ability to navigate complex technical challenges
  • Outstanding communication skills to effectively engage with both technical and non-technical audiences
  • Proven track record of driving customer satisfaction and retention
  • Ability to manage multiple customer accounts and priorities simultaneously
  • Strong presentation and training skills
  • Strong understanding of software development lifecycles and methodologies (Agile, Scrum, DevOps) would be a plus
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