Customer Success Specialist

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia nahc Full time 60,000 - 120,000 per year

Our client is an emerging leader in AI platform space, offering an enterprise-grade platform designed to connect human decision-making with intelligent automation. Their system brings together communication channels such as chat, email, web, CRM, and in-store touchpoints, enabling organisations to scale AI adoption with trust, context, and strong governance.

What you will do:
  • Platform Mastery & Onboarding
  • Develop deep functional understanding of the platform—covering knowledge hubs, orchestration models, channel integrations, and configuration tools.
  • Configure client environments, workflows, and triggers across channels such as Slack, WhatsApp, and email.
  • Train customers and partners on using no-code features and integration options to maximise platform value.
  • Customer Success & Relationship Management
  • Lead onboarding and training programs for enterprise clients across sectors such as financial services and public institutions.
  • Translate customer requirements into workable solutions using dynamic profiles and governed workflow components.
  • Track customer outcomes, follow up proactively, and support continuous improvement after go-live.
  • Partner & SI Collaboration
  • Work closely with System Integrators, resellers, and technology partners throughout pre-sales, deployment, and growth phases.
  • Ensure partners are properly enabled through training, documentation, and co-solutioning.
  • Represent the platform during partner discussions—maintaining accurate communication around capabilities, architecture, and best practices.
  • Cross-Team Collaboration
  • Coordinate with Sales, Product, Engineering, and Operations teams to ensure consistent customer experience.
  • Validate deliverables, manage change requests, and support issue escalation where needed.
  • Contribute to knowledge sharing and improvement of internal processes.
What you will need:
  • Bachelor's degree in Business, IT, or equivalent practical experience.
  • 1–3 years in Customer Success, Technical Account Management, Solutions Consulting, or a similar role.
  • Ability to understand complex platforms and communicate value clearly to non-technical audiences.
  • Experience working with partners or System Integrators is a strong advantage.
  • Familiarity with AI, automation tools, RPA, CRM systems, or regulated industries is preferred.
  • Strong communication skills in English and Cantonese is mandatory; Mandarin is a plus.

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